Bilingual Customer Service Representative

TAJ Technologies, Inc. is seeking a Bilingual Customer Service Representative to assist with queries related to MasterCard programs and services. The role involves providing exceptional customer service to cardholders in the United States, Latin America, and the Caribbean while ensuring compliance with service level agreements.

Responsibilities:

• 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 MasterCard cardholders
• Ability to drive ‘first contact resolution’ outcomes for cardholders in compliance with program procedures & processes
• Ability to solve problems, organize, and prioritize solutions for all cardholders
• Displays initiative in meeting team SLAs and managed expectations
• Demonstrates ability for continuous learning and knowledge sharing
• High empathy, professionalism and building rapport skills
• Ability to multi-task
• Adhere to Sedgwick’s policies and procedures

Requirements:

• Strong English communication skills
• Solid Spanish/Portuguese communication skills
• Ability to drive ‘first contact resolution' outcomes for cardholders in compliance with program procedures & processes
• Ability to solve problems, organize, and prioritize solutions for all cardholders
• Displays initiative in meeting team SLAs and managed expectations
• Demonstrates ability for continuous learning and knowledge sharing
• High empathy, professionalism and building rapport skills
• Ability to multi-task
• Adhere to Sedgwick's policies and procedures