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For Companies At a Glance
- Tasks: Handle customer queries via calls and emails, providing support and solutions.
- Company: Join Mastercard, a global leader in digital payments, empowering economies worldwide.
- Benefits: Enjoy flexible shifts, subsidised café, free drinks, and great on-site facilities.
- Why this job: Be part of a fun, supportive team making a real impact in customer service.
- Qualifications: Customer service experience and strong communication skills are essential.
- Other info: Work 35 hours a week with varied shift patterns from Monday to Friday.
The predicted salary is between 28800 - 43200 £ per year.
Senior Representative, Contact Center-R-251978
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Senior Representative, Contact Center-R-251978
2 days ago Be among the first 25 applicants
Join to apply for the Senior Representative, Contact Center-R-251978 role at Mastercard
Our Purpose
Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.
Title And Summary
Senior Representative, Contact Center
Our Purpose
Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.
Title And Summary
Senior Representative, Contact Center
Senior Representative, Contact Centre shift worker
The role is 35hrs per week Monday-Friday working 7am-3pm shifts & 3pm-11pm shifts
Who are we?
We’re Vocalink, a Mastercard company. Our technology powers the UK’s real-time payments, settlements, direct debit systems as well as a network of over 55,000 ATM’s. We process over 90 percent of salaries, more than 70 percent of household bills and almost all state benefits.
In 2017, we became part of the Mastercard family, joining the most widely recognised and respected companies in the world. Together, we’re making payments simpler and smarter.
The Customer Contact Centre is open 7am-11pm supporting our customers that range from internal colleagues, high street banks, payment schemes and ATM operators.
We’re based on the outskirts of the spa town Harrogate with secure parking. We’ve got a subsidised café on site, free tea, and bean to cup coffee, prayer room, bike storage, outdoor seating, and shower facilities.
What You\’ll Do
Take inbound calls and answer emails from our customers for numerous services, who might have a technical query, require help or guidance, or wishes to book in some planned maintenance.
Learn about our products (don’t worry, we’ll teach you) and how to have great conversations with our customers.
Incident management and progression working together with the dozens of internal teams who support us in the background to meet some strict SLA’s.
Spend time understanding our customers, offer help, advice and escalate issues where required.
Be part of a supportive, fun, and friendly customer service team.
Work 35 hours per week, between Monday to Friday, 8 hour shifts working varied shift patterns depending on the role available
What You\’ll Bring
Brilliant listening skills.
A passion for problem solving
An ability to empathise and understanding customer needs.
A drive to deliver brilliant customer service.
Essential
Strong emphasis on customer delivery, with the ability to ensure that SLAs are met and exceeded.
Experience of a Customer Services environment. (Contact Centre, Retail, Hospitality etc.)
Commitment to customer service.
Incident management understanding.
Positive can-do attitude.
Desirable
Experience of a Financial Services Service Desk.
A self-starter, comfortable working either alone or as part of a team.
Organisational and administrative skills.
ITIL foundation Certificate.
So, do you have what it takes?
Plenty Of Customer Service Experience And Strong Interpersonal Skills.
A good track record of providing customer service as well as a genuine passion for helping customers.
You enjoy developing your knowledge around our products and services to share with both customers and colleagues.
The ability to communicate effectively throughout difficult situations and relish stepping up to the challenge.
If you’d love to join us, then it’s time to brush up your CV & click apply.
Good luck, we can’t wait to hear from you!
Corporate Security Responsibility
All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:
- Abide by Mastercard’s security policies and practices;
- Ensure the confidentiality and integrity of the information being accessed;
- Report any suspected information security violation or breach, and
- Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.
R-251978
Seniority level
-
Seniority level
Mid-Senior level
Employment type
-
Employment type
Full-time
Job function
-
Job function
Other
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Industries
Financial Services, IT Services and IT Consulting, and Technology, Information and Internet
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Senior Representative, Contact Center-R-251978 employer: MasterCard
Contact Detail:
MasterCard Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Representative, Contact Center-R-251978
✨Tip Number 1
Familiarise yourself with Mastercard's products and services. Understanding their offerings will not only help you in conversations during the interview but also demonstrate your genuine interest in the company.
✨Tip Number 2
Practice your listening and communication skills. Since the role involves taking inbound calls, being able to effectively listen and respond to customer queries is crucial. Consider role-playing scenarios with a friend to enhance these skills.
✨Tip Number 3
Research common customer service challenges in the financial services sector. Being prepared to discuss how you would handle specific situations can set you apart from other candidates.
✨Tip Number 4
Network with current or former employees of Mastercard. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach during the application process.
We think you need these skills to ace Senior Representative, Contact Center-R-251978
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Senior Representative position. Understand the key responsibilities and required skills, such as customer service experience and problem-solving abilities.
Tailor Your CV: Customise your CV to highlight relevant experience in customer service environments. Emphasise your listening skills, ability to empathise with customers, and any previous roles that involved incident management or working under SLAs.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of Mastercard's mission. Mention specific examples from your past experiences that demonstrate your ability to meet customer needs and solve problems effectively.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial in a customer-facing role.
How to prepare for a job interview at MasterCard
✨Know the Company
Before your interview, take some time to research Mastercard and its values. Understand their mission of powering economies and empowering people. This will help you align your answers with their goals and show that you're genuinely interested in the role.
✨Demonstrate Customer Service Skills
As a Senior Representative, you'll need to showcase your customer service experience. Prepare examples from your past roles where you've successfully resolved customer issues or provided exceptional service. Highlight your listening skills and ability to empathise with customers.
✨Familiarise Yourself with Products
Mastercard offers a range of products and services. While they will teach you about them, having a basic understanding beforehand can set you apart. Mention any relevant experience you have with digital payments or financial services during the interview.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities. Think of situations where you've had to manage incidents or escalate issues. Be ready to explain your thought process and how you prioritised customer needs while meeting SLAs.
