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Any Nationality
Gender
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Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
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)
Capture detailed and accurate information about issues, concerns, and enhancements
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.
Desired Candidate Profile
You should be able to display superior Customer Service
Must have financial acumen and understanding of the four-party process model
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
Company Industry
- IT - Software Services
Department / Functional Area
- Helpdesk
- Customer Service
- Telecalling
Keywords
- Senior Customer Technical Services Analyst
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MasterCard
Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential. 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.
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