Senior Customer Technical Services Analyst
- Cairo
- Permanent
- Full-time
The Global Customer Delivery and Care team is looking for a B2B Senior Customer Technical Services Analyst to drive our customer experience strategy forward by consistently innovating and problem-solving. The ideal candidate is passionate about the customer experience journey, highly motivated, intellectually curious, analytical, and possesses an entrepreneurial mindset.
Global Customer Service acts as a single point of contact for our external customers and internal business partners. GCS completes analysis of wide variety of customer’s business and technical inquiries, providing end-to-end ownership. GCS is in essence ‘The face of MasterCard’ to ensure our customers receive world class support.Purpose of job
- Provide operational and technical support for customers analyzing a wide variety of issues, determine needed actions, and follow through to resolution
- Interact with customers to provide information in response to inquiries about products or services and handle and resolve customer issues via telephone and electronic communications (e-mail)Role
- Capture detailed and accurate information about issues, concerns, and enhancements
- SLAs and daily deliverables
- Resolving and responding to client’s issues- quickly
- Meet or exceed target departmental objectives related to key performance on issue resolution, customer satisfaction and overall availability to handle customer inquiries
- Liaise with regional and country teams to understand the dynamics of the market and potential service and efforts needed to support operational inquiries
- Provide world class support leveraging our Shared Service support model while integrating new procedures across a regional and global network
- Communicate frequently and clearly with different products and understand future enhancements
- Create documentation materials to be leveraged in a re-useable scalable way so that the product line can be supported on a global level with minimal effort
- Supports and manages escalated technical incidents that are recorded and tracked within the CRM system and where required, raised to the Engineering team for development/bug fixes.
- Prepare and distribute communications with customers, partners, services providers, and other MasterCard departments, including communications throughout incidents, as well as general reporting and informational communications.
- Complete daily, weekly and monthly administration tasks.
- Ensure that the Manager is always informed of workload status and details of key issues.
- Work to ensure that the team can meet or exceed agreed Service Level Agreements
- Adhere to and follow MasterCard policies and procedures in all activities.
- Continuously develop knowledge of all relevant MasterCard products and services.
- Have a very good understanding of Core Payment Products (Credit Card/Pre-paid card/Debit Card and Cards Loyalty programs)
- Must be familiar with Card Payment Industries (Mastercard, Issuer & Acquirer)
- Card domain knowledge
- Excellent knowledge in SQL and APIs.
- Advanced interpersonal and team-oriented skills
- Advanced written and verbal communications skills
- Ability to adapt personal work style to accommodate an ever changing, diverse and global environment
- Ability to organize and prioritize multiple tasks simultaneously based on current business needs
- You should be able to display superior Customer Service
- Must have financial acumen and understanding of the four-party process model