8 Jun 2020

Senior Analyst, Customer Technical Services at Mastercard

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Our Purpose

We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company.

Job Title

Senior Analyst, Customer Technical Services

Overview

Mobile Payment Gateway (MPG) is a mobile payment ecosystem in Egypt. MPG has has been established to introduce a society-wide transformation from cash to digital, and mark a major milestone in the country’s push towards a cashless future. The MPG mobile wallet solution has been developed and is operated by Mastercard.
Customer Technical Services Team provides technical and operational support to business-to-business (B2B) customers that have product or service agreements with Mastercard.
Customer Technical Services – MPG Senior Customer Technical Services Analyst will:
Provide operational and technical support and consultancy to all the participants of the MPG ecosystem, analyzing a wide variety of issues, determine needed actions, and follow through to resolution.
Be responsible for overall satisfaction and retention of the MPG customers through knowledge of their business and product
Build long-term customer relationship and ensures timely response and resolution of issues
Responsibilities
Enhance customer experience by providing high level technical customer service and support across a diverse and complex array of customer inquiries and through multiple communication channels (email, phone, chat)
Serve as a subject matter expert accountable for analyzing, supporting and troubleshooting customer technical support inquiries
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
Collaborate with others in support of products, processes and problem resolution.
Lead and/or participate in customer visits for training, education and operational support
Provide guidance to less experienced team members
Leads medium-sized projects/initiatives as an individual contributor with knowledge of Mastercard’s products/services within a particular discipline
Knowledge/Experience
Technical/operations experience within payments industry or fin-tech company and a strong knowledge in the field of digital payments and/or mobile wallets ecosystems
Experience troubleshooting and contributing to the delivery of holistic resolutions to complex technical inquiries
Advanced analytical, problem resolution and project management skills, including negotiation and conflict resolution.
Previous customer service experience and exposure to customer service tools and operating procedures is a strong plus
Experience implementing process improvements
Excellent interpersonal skills and written and verbal communication skills
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.


          Method of Application

Submit your CV and Application on Company Website : Click Here

Closing Date : 7th August, 2020.




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