Contact Center Scheduler Specialist (Mandarin)

About the role

Mastercard is seeking a Mandarin‑fluent Contact Center Scheduler Specialist to manage day‑to‑day operations of its Cross Border Services within the Contact Centre. The role focuses on delivering high‑quality support to the growing China market while collaborating with regional stakeholders.

Key responsibilities

• Manage daily operations of Cross Border Services in the Contact Centre, ensuring compliance with product and service standards.
• Provide service and support for Mastercard products via phone, email, chat, and social media channels.
• Act as the voice of the customer by reporting recurring issues and suggesting service improvements.
• Contribute to process‑improvement initiatives and resource optimization.
• Perform trend analysis, forecasting, and monitoring; develop business cases to address operational challenges.
• Investigate and resolve consumer product/service issues, escalating complex cases as needed.
• Collaborate with team members on projects related to customer support delivery.

Required profile

• Fluent in Mandarin with strong professional communication skills.
• Passionate about the end‑to‑end customer journey and highly motivated.
• Intellectually curious, analytical, and entrepreneurial mindset.
• Ability to work under general supervision and follow established policies and procedures.

Required skills

What we offer

• Opportunity to work for a global leader in digital payments.
• Exposure to cross‑border services and multicultural teams.
• Professional development in a fast‑growing market.