Chat Support Officer - Remote Work

? *Job Title: Chat Support Officer - Remote Work**
? *Company: Mastercard**
? *Location: San Jose, California, US...
? *Job Type: Part-time**
? *Seniority: Associate Level**
? *Years of Experience: 4**
? *Deadline to Apply: 2024-10-27**

### Job Description:

Mastercard is seeking a dedicated and professional Chat Support Officer to join our remote team in San Jose, California. In this role, you will be at the forefront of customer interaction, providing exceptional support to our clients through live chat. This part-time position calls for a confident individual who thrives in a fast-paced environment and is eager to contribute to a company that values quality in all aspects of its work, products, and services.

### Key Responsibilities:

• **Customer Interaction**: Provide prompt and accurate responses to customer queries via live chat, ensuring a high level of professional service.
• **Problem Resolution**: Identify customer issues and resolve them efficiently by troubleshooting problems, utilizing necessary resources, and escalating complex cases to appropriate departments when needed.
• **Knowledge Base Contribution**: Maintain and enhance the chat support knowledge base by documenting common queries and challenges faced by customers, and suggest improvements to FAQs and support documentation.
• **Performance Metrics**: Meet or exceed defined KPIs by maintaining a high standard of customer satisfaction. Analyze performance metrics to continuously improve service delivery.
• **Collaboration**: Work closely with team members and management to share insights on customer feedback and support trends to improve overall service quality.
• **Training and Development**: Participate in ongoing training opportunities to deepen your product knowledge and enhance your customer service skills.
• **Customer Feedback**: Actively seek and compile customer feedback and share it with the relevant teams to positively influence future product development.
• **Compliance and Guidelines**: Adhere to company policies and procedures, as well as privacy and security protocols, ensuring compliance in all customer interactions.

### Requirements:

• **Education**: Bachelor?s degree or equivalent experience preferred.
• **Experience**: Minimum of 4 years of relevant experience in customer support, preferably in a chat support role.
• **Technical Skills**: Proficiency in using customer support software and tools, with the ability to learn new technologies quickly.
• **Soft Skills**:
• **Presentation**: Ability to clearly articulate responses to customers and present information in an engaging manner.
• **People Management**: Capability to manage multiple customer inquiries effectively while maintaining a professional and approachable demeanor.

### Personality Traits:

• **Hardworking**: Demonstrated work ethic and commitment to delivering outstanding customer service.
• **Confident**: Self-assured in communication and decision-making with the ability to convey authority in customer interactions.

### Benefits:

• **Disability Insurance**: Coverage for employees in case of a disability.
• **Vision Insurance**: Options for eye care and vision-related expenses.
• **Relocation Allowance**: Support for employees who may need assistance with relocation for future opportunities.

### Working Environment:

At Mastercard, we prioritize quality in all aspects of our work, from the products we deliver to the services we provide. Our remote team maintains high standards for customer interactions and embraces a culture of continuous improvement.

Mastercard is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other characteristic protected by applicable law.

If you are passionate about customer service and seek a fulfilling part-time role with one of the leading companies in the payments industry, we encourage you to apply by the deadline of October 27, 2024.

How to apply:

Apply on GrabJobs and you will be notified if shortlisted for the job.

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