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- Tasks: Manage customer cancellations and provide support via chat, calls, and emails.
- Company: Mastercard is a global leader in digital payments, empowering economies worldwide.
- Benefits: Enjoy a dynamic work environment with opportunities for growth and development.
- Why this job: Join a mission-driven team focused on enhancing customer experiences and making transactions accessible.
- Qualifications: 2-3 years in an international call centre with strong communication and analytical skills.
- Other info: Must be comfortable working full-time in English and adapt to a fast-paced environment.
The predicted salary is between 28800 - 43200 £ per year.
Job title:
Customer Support Specialist
Company
Mastercard
Job description
Our PurposeMastercard 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 SummaryCustomer Support Specialist-1Who is Mastercard?
Mastercard is a global technology company in the payments industry. Our mission is to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart, and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments, and businesses realize their greatest potential.Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. With connections across more than 210 countries and territories, we are building a sustainable world that unlocks priceless possibilities for all.Services within Mastercard is responsible for acquiring, engaging, and retaining customers by managing fraud and risk, enhancing cybersecurity, and improving the digital payments experience. We provide value-added services and leverage expertise, data-driven insights, and execution.Overview
The Customer Delivery & Engagement team is looking for a Customer Support Specialist within our Subscription Management product line to drive our customer experience and product efficiacy by consistently executing on customer cancellation requests. The ideal candidate is passionate about the customer experience journey, highly motivated, intellectually curious, analytical, and possesses an entrepreneurial mindset.About the Role:
– Efficiently manage cancellations and monitor cancellation status for merchants
– Initiate and execute workflows for cancellations at various stages of the cancellation journey with merchants
– Provide friendly and efficient customer service support via chat, calls, emails, and other channels
– Proficiency in understanding subscription terms and pulling relevant information from internal systems to support Account Management, Sales, and other queries
– Conduct outbound calls to customers for subscription management and issue resolution
– Handle incoming queries from customers and merchants, ensuring timely resolution and escalation when necessary
– Collaborate with cross-functional teams to improve processes and enhance the customer experience
– Maintain accurate records and documentation of customer interactions and issue resolutionsAll About You:
– Comfortable working full-time in English
– Minimum of 2-3 years of work experience in an International Call Center (US Voice Process or UK Voice Process)
– Demonstrated ability to deliver excellent customer service and resolve issues with good judgment
– Strong analytical abilities for troubleshooting and problem-solving
– Appreciation for routine tasks and ability to follow clear instructions
– Comfortable multitasking to manage calls, emails, and chats simultaneously in an outbound calling process
– Strong communication skills, both verbal and written, with a friendly and professional tone
– Ability to adapt to a fast-paced and technologically advanced environment
– Detail-oriented with strong organizational skills and the ability to prioritize tasks effectivelyCorporate Security ResponsibilityAll 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, andComplete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.
Expected salary
Location
United Kingdom
Job date
Thu, 03 Jul 2025 22:13:07 GMT
To help us track our recruitment effort, please indicate in your email/cover letter where (tendersglobal.net) you saw this job posting.
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Customer Support Specialist employer: tendersglobal
Contact Detail:
tendersglobal Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Specialist
✨Tip Number 1
Familiarise yourself with Mastercard's products and services, especially those related to subscription management. Understanding their offerings will help you engage more effectively during interviews and demonstrate your genuine interest in the role.
✨Tip Number 2
Brush up on your customer service skills by practising common scenarios you might encounter as a Customer Support Specialist. Role-playing with a friend can help you articulate your problem-solving approach and showcase your ability to handle various customer interactions.
✨Tip Number 3
Network with current or former employees of Mastercard on platforms like LinkedIn. They can provide valuable insights into the company culture and expectations, which can give you an edge in your application process.
✨Tip Number 4
Prepare specific examples from your past work experience that highlight your analytical abilities and customer service successes. Being able to share these stories will demonstrate your qualifications and fit for the role.
We think you need these skills to ace Customer Support Specialist
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Customer Support Specialist position at Mastercard. Understand the key responsibilities and required skills, such as customer service experience and analytical abilities.
Tailor Your CV: Customise your CV to highlight relevant experience in customer support, particularly in an international call centre environment. Emphasise your problem-solving skills and ability to handle multiple communication channels.
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 experiences that demonstrate your ability to manage cancellations and enhance customer experience.
Highlight Communication Skills: In both your CV and cover letter, emphasise your strong verbal and written communication skills. Provide examples of how you've successfully resolved customer issues in a friendly and professional manner.
How to prepare for a job interview at tendersglobal
✨Show Your Passion for Customer Experience
Make sure to express your enthusiasm for enhancing the customer journey. Share examples from your past experiences where you went above and beyond to ensure customer satisfaction.
✨Demonstrate Analytical Skills
Prepare to discuss how you've used analytical thinking to solve problems in previous roles. Be ready to provide specific instances where your analytical abilities led to successful outcomes.
✨Highlight Multitasking Abilities
Since the role involves managing calls, emails, and chats simultaneously, be prepared to talk about your experience with multitasking. Share strategies you use to stay organised and efficient under pressure.
✨Familiarise Yourself with Subscription Management
Research subscription management processes and be ready to discuss how you would handle cancellation requests. Understanding the nuances of subscription terms will show your preparedness for the role.
