Browse Jobs
For Employers
Post JobLog inGet Started

Senior Customer Technical Services Analyst in Cairo, Egypt

Mastercard
Cairo, Egypt
Posted 5 years ago
231People have clicked1 open position
Search other opportunities

Job Details

Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:

Skills And Tools:

Job Description

  • 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 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
  • Leads 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 for training, education and operational support

Job Requirements

  • 3 to 5 years of 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
  • Previous customer service experience and exposure to customer service tools and operating procedures is a strong plus
  • 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.
  • 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.

Similar Jobs

Search other opportunities
JobsCustomer Service/SupportSenior Customer Technical Services Analy...