**Job Title:** Call Center Specialist
**Company:** Mastercard
**Location:** San Jose, California, US
**Job Type:** Part-Time
**Seniority:** Entry Level
**Years of Experience:** 0
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**Job Description:**
Mastercard is seeking a motivated and driven Call Center Specialist to join our dynamic team in San Jose, California. In this entry-level part-time position, you will play a crucial role in providing world-class customer support to our clients and customers. Your primary responsibilities will include responding to inquiries, resolving issues, and ensuring customer satisfaction while embodying our core values of innovation and excellence. This role is a fantastic opportunity for an individual passionate about building a career in customer service within a globally recognized financial services organization.
**Key Responsibilities:**
1. **Customer Interaction:**
- Answer inbound calls and respond to customer inquiries with professionalism and empathy.
- Provide accurate information regarding Mastercard products and services, including but not limited to card benefits, account issues, and transaction inquiries.
- Handle customer complaints and concerns, utilizing problem-solving skills to reach satisfactory solutions quickly.
2. **Issue Resolution:**
- Diagnose and resolve issues effectively, ensuring customer concerns are addressed on the first call wherever possible.
- Document and track customer interactions in the company's CRM system to maintain accurate records and monitor recurring issues.
3. **Collaboration & Communication:**
- Collaborate with team members and other departments to share customer feedback and contribute to service improvement initiatives.
- Engage in regular team meetings to discuss performance goals, share best practices, and foster a positive working environment.
4. **Continuous Improvement:**
- Actively participate in training and development programs to enhance your skills and knowledge about Mastercard's offerings and the intricacies of the payments industry.
- Maintain awareness of industry trends and customer needs to contribute innovative ideas that improve service delivery.
5. **Performance Management:**
- Meet key performance indicators (KPIs) related to call handling time, customer satisfaction, and issue resolution rates.
- Approach each customer interaction with resilience and a resourceful attitude, adapting to both routine and non-routine inquiries effectively.
**Requirements:**
- **Education:** High school diploma or equivalent required; pursuing an undergraduate degree in business, communications, or related fields is a plus but not mandatory.
- **Experience:** No previous experience required. However, experience in customer service or call center environments is a plus.
- **Personality Traits:**
- Resilient: Ability to handle challenging situations and maintain composure during high-pressure interactions.
- Resourceful: Capable of finding solutions independently and effectively navigating complex customer scenarios.
- **Soft Skills:**
- Innovation: Willingness to suggest new ideas and processes to enhance customer experience.
- People Management: Strong interpersonal skills, with an emphasis on empathy, patience, and active listening.
- **Technical Skills:**
- Basic computer proficiency, including familiarity with CRM systems, email, and Microsoft Office Suite.
- Comfortable navigating multiple software applications simultaneously during customer calls.
**Benefits:**
- Signing Bonus: Competitive joining bonus for eligible candidates.
- Travel & Spending Expenses: Coverage for relevant business-related expenses.
- Paid Sick Leave: Comprehensive sick leave policy to support your well-being.
**Working Environment:**
At Mastercard, we foster a culture of transparency and open dialogue, promoting effective communication at all levels. We believe that an inclusive and diverse workforce drives innovation and the success of our business.
**Deadline to Apply:**
Please submit your application by October 2, 2024.
**Equal Opportunity Statement:**
Mastercard is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage all qualified candidates to apply, regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
