Customer Support Specialist II-3

1 semana atrás

São Paulo, Brasil Mastercard Tempo inteiro

Overview

Customer Support Specialist II-3 within the Customer Delivery & Engagement team, supporting the Subscription Management product line. The role focuses on driving the customer experience and product efficacy 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.

Responsibilities
  • 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
  • Understand subscription terms and pull 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 (Qualifications)
  • Comfortable working full-time in Brazilian Portuguese with a C1 English level
  • Minimum of 3 years of work experience in call center or customer service roles
  • 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
  • Ability to multitask to manage calls, emails, and chats simultaneously in an outbound process
  • Strong verbal and written communication skills 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
  • Willingness to work onsite 5 days a week at our Rochavera office near Shopping Morumbi
Corporate Security Responsibility

All activities involving access to Mastercard assets, information, and networks come with inherent risk. All employees 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
  • Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines
Job Details
  • Seniority level: Associate
  • Employment type: Full-time
  • Job function: Other
  • Industries: Financial Services, IT Services and IT Consulting, Technology, Information and Internet

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