- Provide operational and technical support for businesses (B2B) and enterprises (B2E) that have product and service agreements with Mastercard, analyzing a wide variety of issues, determine needed actions, and follow through to resolution.
- Responsible for overall satisfaction and retention of these business customers through knowledge of their core business and products
- Build long-term customer relationships and ensures timely response and resolution of issues
Responsibilities
- Leverages technical expertise and high level understanding of MasterCard products/services to guide teams on resolution efforts
- Addresses and resolves complex customer issues escalated to customer service team
- Drives team performance to deliver against established Key Performance Indicators and reduce inefficiencies in customer service delivery
- Assists with process improvement efforts and initiatives associated with optimization of resources and customer service delivery
- May perform financial analysis, planning, forecasting, and budget tracking
- Manages a team, conducts goal setting and performance appraisal processes, mentors and coaches team members
- Represents the customer’s voice inside MasterCard and brings the customer feedback to the Products, Delivery and Sales teams
Experiences
- Demonstrated success in leading day-to-day customer support operations and activities
- Demonstrated success eliminating inefficiencies and driving team performance against established Key Performance Indicators
- Experience implementing new products or product enhancements with the Voice of the Customer as a priority
- Proficiency in French and/or Portuguese language would be an added advantage
Due to COVID-19, most of our employees are working from home. We’ve implemented a virtual hiring process and continue to interview candidates by phone or video and are onboarding new hires remotely. We value the safety of each member of our community because we know we’re all in this together.
Mastercard is an inclusive Equal Employment Opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law.
If you require accommodations or assistance to complete the online application process, please contact [email protected] and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.