[Remote] Customer Service Representative
Note: The job is a remote job and is open to candidates in USA. UNIZON Taskforce Technology is seeking customer-focused Service Center Assistants to support Mastercard cardholders. The role involves providing exceptional customer service via phone and email, resolving inquiries efficiently, and ensuring compliance with established service level agreements (SLAs).
Responsibilities
- Respond to customer inquiries via telephone and email regarding Mastercard programs and services
- Deliver exceptional customer service while maintaining professionalism and empathy
- Resolve customer issues efficiently and strive for first-contact resolution
- Accurately document customer interactions and capture required information
- Manage customer escalations and route issues appropriately when necessary
- Navigate multiple systems and applications simultaneously while assisting customers
- Meet established performance metrics, quality standards, and service level agreements (SLAs)
- Adhere to company policies, procedures, compliance requirements, and data privacy standards
- Collaborate effectively with team members and participate in ongoing training and knowledge-sharing activities
Skills
- High School Diploma or GED required
- Minimum 1 year of call center or customer service experience
- Fluency in English and either Spanish or Brazilian Portuguese
- Excellent verbal and written communication skills
- Strong problem-solving and critical-thinking abilities
- Ability to multitask and work effectively in a fast-paced environment
- Strong organizational skills and attention to detail
- Ability to work independently while maintaining high productivity and quality standards
- Proficiency with Microsoft Office applications
- Strong computer and internet navigation skills
- Ability to quickly learn and utilize customer service and CRM platforms
- Experience managing multiple systems and applications while handling customer interactions
- Experience supporting banking, financial services, credit card, or customer support environments
- Experience working in a bilingual customer service role
- Strong customer retention and relationship-building skills
Company Overview