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Mastercard Logo Mastercard · Customer Service

Specialist, Contact Center, Scheduler-2

Philippines, Makati City · Job Posted June 15, 2026
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Job Description

The Contact Center team is seeking an Associate Specialist fluent in Mandarin to support and enhance our customer experience strategy through continuous innovation and effective problem-solving. The ideal candidate is passionate about the end‑to‑end customer journey, highly motivated, intellectually curious, analytical, and brings an entrepreneurial mindset. This role requires strong professional communication skills in Mandarin to ensure high‑quality support for our growing China market, as well as effective collaboration with customers and regional stakeholders.

Job Responsibility

  • Manages day-to-day operations of the Cross Border Services Operations within the Contact Centre
  • Provides service and support for Mastercard products and services directly to customers
  • Engages via telephone, email, or other developing channels like chat or through other social media platforms
  • Acts as the voice of the customer by sharing reoccurring issues and opportunities for service improvement
  • Contributes to development of process improvement efforts and initiatives
  • Performs trends analysis, planning, forecasting, and monitoring
  • Investigates and resolves consumer product/service issues, concerns and requests
  • Troubleshoots complex or unusual consumer product/service inquiries and escalate issues
  • Supports investigation and resolution of customer product/service inquiries, issues, concerns and requests
  • Follows established policies and procedures to review customer issues and inquiries
  • Collaborate with other team members to support projects/initiatives related to customer support delivery
  • Provides support for Mastercard products and services directly to customers

Requirements

  • College Degree preferable in Business Administration/ Communication (typically requires a minimum of 3-5 years’ experience in financial services industry and/or Customer Service environment)
  • Advanced experience in customer support
  • Success at multi-tasking, prioritizing multiple projects concurrently, and managing as well as documenting processes for small parts of projects
  • Ability to own and manage a small-level business projects from end-to-end
  • Effective oral, written, and non-verbal communications with stakeholders within company
  • Experience leading investigation and resolution efforts to address advanced consumer product/service issues or inquiries
  • Knowledge of consumer service standards, processes and tools
  • Advanced level of office tools
  • Intermediate Excel skills
  • Bilingual – Advanced Mandarin & English skills
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