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Job Description
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)
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