Contact Center Scheduler Specialist (Mandarin)

About the role

The Contact Center team is looking for a Specialist who will manage scheduling and operational support for Mastercard’s Cross‑Border Services in the Philippines. The role requires fluent Mandarin to serve the growing China market and to ensure a seamless end‑to‑end customer journey.

Key responsibilities

• Manage day‑to‑day operations of Cross‑Border Services within the Contact Centre, adhering to product/service standards and internal policies.
• Provide service and support for Mastercard products via telephone, email, chat, and emerging social‑media channels.
• Act as the voice of the customer by reporting recurring issues and improvement opportunities to management.
• Contribute to process‑improvement initiatives aimed at optimizing resources and support delivery.
• Perform trend analysis, planning, forecasting and monitoring; develop business cases to address operational challenges.
• Investigate, resolve, and troubleshoot consumer product/service inquiries, escalating complex cases as needed.
• Collaborate with team members on projects and initiatives related to customer support delivery.

Required profile

• Fluent Mandarin with strong professional communication skills.
• Analytical, intellectually curious and motivated to improve the customer journey.
• Entrepreneurial mindset and ability to work under general supervision.
• Collaborative team player comfortable engaging with regional stakeholders.

Required skills