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Czech Customer Service Agent

Job Description


Location: Athens

Our client, the world leader in multichannel management of customer experience outsourced, is now looking for a Czech Customer Service Agent.

Role Purpose

MasterCard Assistance Center (MAC) Agents are responsible for servicing all queries relating to MasterCard associated programs and services via telephone, fax and/or email.  MAC Agents ensure every cardholder receives the highest quality of service and reach resolution within MasterCard’s designated Service Level Agreements (SLAs).  Agents are required to take advantage of every customer interaction as an opportunity to create customer loyalty, reduce customer attrition and increase the client’s competitive advantage within the industry.

Key Competencies Required

  • Consistently deliver outstanding quality customer service to all MasterCard cardholders
  • Displays persistence in pursuing favourable outcomes for customer, providers and clients
  • Ability to problem solve, organize and prioritize solutions for all customers
  • Displays initiative in meeting team SLAs and managed expectations
  • Demonstrates ability for continuous learning and knowledge sharing
  • Shows proper levels of empathy towards customers
  • Willingness to provide and receive feedback
  • Ability to multi-task and manage multiple priorities without supervision
  • Displays professionalism all times
  • Adhere to MasterCard policies and procedures

Required Skills for MAC Agents

Language Requirements
  • Fluent in English and Czech
  • Excellent verbal and written communication skills
Technical Requirements
  • Excellent PC skills including compatibility with Microsoft Office products
  • High proficiency in web-based (internet) skills
  • Ability to quickly learn and navigate various customer management platforms
General Requirements
  • Call center experience required (minimum 2 years)
  • Financial service experience recommended (minimum 2 years)
  • Ability to work in a fast-paced environment
  • Ability to work flexible hours
  • Ability to problem solve in real-time
  • Ability to understand and capture relevant / important data during customer interactions
  • Ability to properly manage escalations to MAC supervisors
  • Ability to manage multiple priorities without supervision
  • Ability to build effective relationships with customers, providers and clients

Ref: 1116


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