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Service Center Assistant

ICONMA, LLC

Seven Hills, OH

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JOB DETAILS
SALARY
$14–$17 Per Hour
SKILLS
Brazilian Portuguese Language, Business Solutions, Call Centers, Communication Skills, Computer Skills, Corporate Compliance, Customer Escalations, Customer Relations, Customer Support/Service, Employee Retention, English Language, Establish Priorities, Health Plan, Internet Technology, Microsoft Office, Microsoft Product Family, Multitasking, Portuguese Language, Presentation/Verbal Skills, Problem Solving Skills, QoS (Quality of Service), Regulatory Compliance, Service Level Agreement (SLA), Spanish Language, Team Player, Writing Skills
LOCATION
Seven Hills, OH
POSTED
3 days ago
Our client, a Business Solutions company, is looking for a Service Center Assistant  for their Seven Hills, OH location.
 
Responsibilities:
  • 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 MasterCard’s 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 client’s competitive advantage within the industry.
  • 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 client policies and procedures.
 
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
  • Portuguese 2 resources, Spanish 3 resources
  • Excellent verbal and written communication skillsin languages targeted for recruitment.
  • 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.
  • 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 client supervisors.
  • Ability to manage multiple priorities without supervision.
  • Team player and engaged individuals.
  • Ability to respect company & compliance standards, processes and procedures always
  • Completed HS/GED
 
Why Should You Apply?#mcb
 
 

About the Company

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ICONMA, LLC