Service Center Assistant

Description:

• Service Center Assistants are responsible for servicing all queries relating to Master Card 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 Master Card'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 Master Card 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.
• Adhere to policies and procedures.

Qualifications:

• Completed HS/GED
• 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
• Language Requirements:
  Portuguese 2 resources, Spanish 3 resources
• Excellent verbal and written communication skills in 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.
• High empathy, professionalism and building rapport skills.
• 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 supervisors.
• Ability to manage multiple priorities without supervision.
• Team player and engaged individuals.
• Ability to respect company & compliance standards, processes and procedures always
• Demonstrates ability for continuous learning and knowledge sharing.

Benefits:

Healthcare Insurance:
Synectics offers eligible employees and their dependents healthcare coverage through Blue Cross Blue Shield of Illinois. Eligibility begins on the 1st day of the calendar month following 60 days of continuous full time employment with Synectics. Premiums are subsidized by Synectics.

Dental Insurance:
Synectics offers eligible employees and their dependents a dental plan through Met Life. Eligibility begins on the 1st day of the calendar month following 60 days of continuous full time employment with Synectics.

Vision Insurance:
Synectics offers eligible employees vision insurance through VSP. Eligibility begins on the 1st day of the calendar month following 60 days of continuous full time employment with Synectics.

401(k) Plan:
The Synectics Inc. Investment Savings Retirement Plan. Synectics offers all employees who are 21 years of age or older the opportunity to invest in the 401(k) Plan on the first of the month following at least 1 calendar year after employment begins.

Synectics is an equal opportunity employer.