Service Center Assistant

Job Description

Job Description

Duties:
Service Center Assistants are responsible for servicing all queries relating to MasterCard associated programs and services via telephone and/or email to cardholders based in the United States, Latin America and the Caribbean.
Agents ensure every cardholder receives the highest quality of service and reach resolution within MasterCards designated Service Level Agreements (SLAs).
Agents are required to take advantage of every cardholder interaction as an opportunity to create customer loyalty, reduce cardholder attrition and increase the clients competitive advantage within the industry.

Key Competencies Required of Agents
Agents will be cross-skilled in the North American and Latin American Countries.
Agents will aid callers based in the United States, Latin America and the Caribbean as part of their essential job function.
Consistently deliver exceptional customer service to all MasterCard cardholders.
Ability to drive first contact resolution outcomes for cardholders in compliance to program procedures & processes.
Ability to problem solve, organize, and prioritize solutions for all cardholders.
Displays initiative in meeting team SLAs and managed expectations.
Demonstrates ability for continuous learning and knowledge sharing.
High empathy, professionalism and building rapport skills.
Ability to multi-task.
Adhere to s policies and procedures.

Skills:
Shift Offerings: [to be confirmed]Center hours are 8:00 AM 8:00 PM EST
Training Class Start Date: Estimated to be Friday July 10, 2026
Training Period: 4 weeks, Monday Friday from 8:30 AM 5:00 PM EST
Contract Term: 90 days with option to extend based on business needs

Language Requirements
Fluency in English and a native spoken Core Language(s) will be cross trained to support the North American region.
Core languages to recruit for: English(required), Spanish and Brazilian Portugues,
Strong English communication skills are required in additional to solid Spanish/Portuguese
Language Requirements: Portuguese 2 resources, Spanish 3 resources
Excellent verbal and written communication skillsin languages targeted for recruitment.

Technical Requirements
Excellent PC skills including compatibility with Microsoft Office products.
High proficiency in web-based (internet) skills; cross management with simultaneous servicing (managing MCM/MCS whilst on an active call).
Ability to quickly learn and navigate various customer management platforms.

General Requirements
Call Center experience required (minimum 1 year experience required).
Ability to multi-task and work in a fast-paced environment.
Ability to problem solve in real-time.
Ability to understand and capture required information during customer interactions.
Ability to properly manage escalations to supervisors.
Ability to manage multiple priorities without supervision.
Team player and engaged individuals.
Ability to respect company & compliance standards, processes and procedures always

Education:
Completed HS/GED