[Hiring] Customer Support Agent @Wise Insight

Role Description

Join Mastercard, a global leader in payment processing, as an Agent at their Assistance Center (MAC). In this vital role, you will deliver exceptional customer support for Mastercard products and services, engaging with customers via phone, chat, and email. You'll be responsible for addressing a wide array of inquiries, including:

• Assisting with lost or stolen cards
• Explaining card benefits
• Resolving transaction issues
• Checking balances

Initially, you'll provide frontline support, primarily through phone or chat (French only), before gradually expanding your expertise to include backoffice tasks such as email support for various Mastercard services and social media assistance. Every interaction will be meticulously logged in Mastercard's CRM, ensuring a seamless and high-quality customer experience. This is an excellent opportunity to contribute to a world-renowned brand and develop your skills in a dynamic customer service environment.

Qualifications

• Native-level or C1 proficiency in French
• B1 proficiency in English, essential for training and utilizing client tools
• Minimum of 2 years of experience in a call center environment
• Experience in financial services support is a strong advantage
• Significantly advanced written communication skills
• Proficiency in PC usage
• Excellent multitasking abilities

Requirements

• Provide comprehensive support for Mastercard associated products and services via phone, chat, and email
• Log and track all customer interactions accurately within the Mastercard CRM system
• Handle frontline support queries, initially focusing on phone or chat (French only)
• Transition to backoffice tasks, including supporting Ask Mastercard Support (email), Priceless Cities Support (email), MAC Global Services email and UAD (voice) inbound communication, My Data Support, and Social Media Support
• Work efficiently with approximately 10 client tools to manage 10-20 cases per day
• Address common customer inquiries such as lost/stolen cards, card benefits, rejected purchases, and balance checks

Benefits

• This is an 8-month contract opportunity (extendable)
• Potential for a productivity bonus of up to 200.00€, subject to achieving set targets
• The role operates on a 24/7 account, which includes approximately two weekends per month and occasional night shifts (fixed staffing)