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
Customer Support Specialist
Who 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 resolutions
All About You:
- Language Mastery: You possess a high level of Italian (C1/C2 level) that allows for natural, nuanced communication.
- Internal & External Usage: While your primary output is Italian, you use advanced English for internal reporting, communication with team members, and potentially with merchants
- 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 effectively
Corporate Security Responsibility
Every person working for, or on behalf of, Mastercard is responsible for information security. All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and therefore, it is expected that the successful candidate for this position 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.
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.
