Senior Representative, Contact Center - Harrogate, United Kingdom - Mastercard

Mastercard
Mastercard
Verified Company
Harrogate, United Kingdom

3 weeks ago

Tom O´Connor

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Tom O´Connor

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Description
Our Purpose


We work 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. We cultivate a

culture of inclusion

for all employees that respects their individual strengths, views, and experiences.

We believe that our differences enable us to be a better team - one that makes better decisions, drives innovation and delivers better business results.

Title and Summary

Senior Representative, Contact Center

Overview

  • Are you motivated to meet and surpass your customers' expectations?
  • Can you prioritise workloads to meet challenging service level agreements?
  • Are you open to learning and growing on a daily basis?
  • Can you retain a large amount of product and process information?
Role

  • Diagnoses and troubleshoots incidents, including undertaking fault resolution as appropriate, to ensure incidents are resolved in line with SLAs & KPIs and minimising the impact to customers.
  • Ensuring levels of service availability and integrity are achieved at all times. Provide availability and fault reporting to customers within contracted SLAs.
All about you

Essential knowledge skills and experience

  • Proven customer service experience
  • GCSE standard level of education
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.
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