Overview



The Global Customer Service team is looking for a Customer
Technical Service Analyst to drive our customer experience strategy
forward by consistently innovating and problem-solving. The ideal
candidate is passionate about the customer experience journey, highly
motivated, intellectually curious, analytical, and possesses an
entrepreneurial mindset.



Global Customer Service acts as a single point of contact for our
external customers and internal business partners. GCS completes
analysis of wide variety of customers business and technical inquiries,
providing end-to-end ownership. GCS is in essence The face of
MasterCard to ensure our customers receive world class support.



Purpose of job

• Provide operational and technical support for customers
  analyzing a wide variety of issues, determine needed actions, and follow
  through to resolution.
• Interact with customers to provide
  information in response to inquiries about products or services and
  handle and resolve customer issues via telephone and electronic
  communications (e-mail)
  
  
  
  

• Provide world class support leveraging our Service support
  model while integrating new procedures across a regional and global
  network
• Capture detailed and accurate information about issues, concerns and enhancements from customers
• Adhere to SLAs and daily deliverables
• Resolving and responding to customer issues- in timely manner.
• 
  Meet or exceed target departmental objectives related to key
  performance on issue resolution, customer satisfaction and overall
  availability to handle customer inquiries
• Liaise with regional
  and country teams to understand the dynamics of the market and potential
  service and efforts needed to support operational inquiries
• Communicate frequently and clearly with different products and understand future enhancements
• 
  Create documentation materials to be leveraged in a re-useable scalable
  way so that the product line can be supported on a global level with
  minimal effort
  
  
  
  

• Have a good understanding of Core Payment Products (Credit Card/Pre-paid card/Debit Card)
• Must be familiar with Card Payment Industries (Mastercard, Visa, Issuer & Acquirer)
• Must be familiar with Mobile wallet echo system in Egypt/region.
• Advanced interpersonal and team oriented skills
• Advanced written and verbal communications skills
• Ability to adapt personal work style to accommodate an ever changing, diverse and global environment.
• Ability to organize and prioritize multiple tasks simultaneously based on current business needs
  
  
  
  

• You should be able to display superior Customer Service.
• Must have financial acumen and understanding of the four party process model

Apply for here