- Provides service support for businesses (B2B) and enterprises (B2E) that have product and service agreements with Mastercard
- Responsible for overall satisfaction and retention of these business customers through knowledge of their core business and products
- Builds long-term customer relationships and ensures timely response and resolution of issues. Collate customer feedback and experience and shares findings with partners in Technology, Product and Delivery teams.
Responsibilities:
- Enhance customer experience by providing high level technical customer service and support across a diverse and complex array of customer inquiries
- Serve as a subject matter expert accountable for analysing, supporting and troubleshooting customer technical support inquires
- Simulate or recreate user issues to resolve operating difficulties
- Ensure that customer resolution efforts adhere to Mastercard standard processes and procedures
- Represent the voice of the customer to product team, application team and shared services group
- Identify opportunities for improvements with customer experience at the forefront
- Lead medium-sized projects/initiatives as an individual contributor with knowledge of Mastercard’s products/services within a particular discipline
- Provide guidance to less experienced team members
- Collaborate with others in support of products, processes and problem resolution.
- Lead and/or participate in customer visits/engagements for training, education and operational support
Knowledge/Experience:
- Technical/operational experience within payments industry and strong knowledge in the field of card payments/processing
- Previous customer service experience required
- Experience troubleshooting and contributing to the delivery of holistic resolutions to complex technical inquiries
- Experience implementing process improvements according to standard procedures
- Experience serving as the go-to person for delivering high quality technical resolutions in a timely manner
- Excellent interpersonal skills and written and verbal communication skills
- Advanced analytical, problem resolution and project management skills, including negotiation and conflict resolution.
- Ability to adapt personal work style to accommodate an ever changing, diverse and global environment and to organize and prioritize multiple tasks simultaneously based on current business needs.
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.