Analyst, Customer Technical Services - Loyalty products and services in Cairo, Egypt

Mastercard - Cairo

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Experience Needed:
More than 3 years
Career Level:
Experienced (Non-Manager)
Job Type:
Full Time
Salary:
Confidential
Vacancies:
1 open position
About the Job

Overview

  • Provides service support for businesses (B2B) that have agreements with Mastercard for any of the Loyalty suite of products and services (Rewards, benefits & offers)
  • 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

Responsibilities

  • Enhances customer experience by providing high level technical customer service and support according to established policies and procedures
  • Serves as technical resource accountable for analyzing, supporting and troubleshooting customer technical support inquires; provides alternate solutions as needed
  • Contributes to testing efforts to identify opportunities for improvements with the voice of the customer in mind
  • • Implements process improvements, formulating recommendations to enhance customer service delivery and minimize inefficiencies
  • Assumes responsibility for small-sized projects/initiatives as an individual contributor with specialized knowledge of Mastercard's products/services within a particular discipline
  • Reviews customer issue logs and proposes resolutions, escalating issues that require more advanced knowledge
  • Gains exposure to Mastercard products/services within a particular discipline or product line
  • May provide guidance to less experienced team members
Job Requirements

Experiences & skills

  • Experience assisting on process improvement initiatives according to standard procedures
  • Experience troubleshooting and responding to routine customer inquiries with high quality resolutions
  • Experience delivering technical resolutions in a timely manner
  • Analytical skills
  • Intermediate+ SQL queries
  • Basic knowledge of IT structures (networks, infra-structure, web services, coding, frameworks)
About this Company

We are the global technology company behind the world€™s fastest payments processing network. We are a vehicle for commerce, a connection to financial systems for the previously excluded, a technology innovation lab, and the home of Priceless ®. We ensure every employee has... (More)

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