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Customer Support Team Leader - B...

Masria Digital Payment (...
New Cairo, Cairo

Customer Support Team Leader - Banking

New Cairo, CairoPosted 2 months ago
204Applicants for1 open position
  • 139Viewed
  • 0In Consideration
  • 0Not Selected

Job Details

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Job Description

  • Ensure delivery of mdp services to its customers with highest level of Service Quality in complete adherence to the Service Level Agreement. 
  • Oversee the performance of Customer SLA and react proactively towards any potential breach.
  • Ensure that the appropriate resources and level of focus are applied to customer’s requests and incidents to ensure a timely response/resolution.
  • Validate the escalations, evaluate the situation, and work with all stakeholders to ensure proper rectification for the escalated ticket.
  • Initiate all change requests in effective, controlled and traceable manner adhering to mdp Change Management process.
  • Follow up the critical cases, which may have significant financial / customer service / reputation impacts.
  • Act as first line of support for all customer’s requests and incidents by making the initial investigation and trying to close the ticket if possible, and reporting to the concerned Second Level of Support for rectification and 
  • Follow up with all Second Level of Support teams until tickets closure according to the internal Service Level Agreement with the estimated Turn Around Time.
  • Be up to date with all Scheme Mandates and Industry Changes and any technical and operational changes and make sure all of them are properly notified to the Customers.

Job Requirements

  • Bachelor’s Degree in commerce or business administration or Equivalent.
  • Strong Knowledge and understanding of banking and payment schemes operations.
  • Strong Knowledge of Issuing and Acquiring & Digital products and services.

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