Associate Specialist, Contact Center

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
Associate Specialist, Contact Center
Join our dynamic Contact Center team as a French-speaking representative supporting Mastercard's Cross-Border Services. You'll play a key role in driving our customer experience strategy through innovation, problem-solving, and a passion for delivering exceptional service.
🔹 Key Responsibilities
- Provide direct support for Mastercard's Cross-Border Services, ensuring service standards and SLAs are consistently met.
- Engage with customers via phone, email, chat, and emerging social platforms.
- Act as the voice of the customer by identifying recurring issues and sharing improvement opportunities with leadership.
- Investigate and resolve product/service inquiries in alignment with established policies and guidance from senior team members.
🔹 Qualifications & Skills
- College degree preferred in Business Administration, Management, or Finance.
- Proven experience in customer support and time management.
- Ability to own and resolve first-level cases end-to-end.
- Strong communication skills-oral, written, and non-verbal.
- Experience leading investigations into advanced customer issues.
- Familiarity with customer service standards, tools, and processes.
- Intermediate proficiency in Microsoft Office, especially Excel.
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.