Customer Technical Services Analyst II-1

Mastercard; Kuala Lumpur; On-site; MYR 70,000 - 110,000; Full time

Job summary

Mastercard seeks a Customer Technical Services Analyst II-1 to support B2B and B2E accounts with Mastercard product and service agreements. You will drive customer satisfaction, retention, and timely issue resolution by leveraging product knowledge and technical skills.

You will build relationships with customers, analyze support inquiries, contribute to process improvements, and may guide junior team members. Mandarin proficiency and a 24/7 work capability are essential.

Qualifications

• Experience troubleshooting and responding to routine customer inquiries with high quality resolutions.
• Experience assisting on process improvement initiatives according to standard procedures.
• Experience delivering technical resolutions in a timely manner.

Responsibilities

• Provide technical customer service and support for B2B and B2E accounts per Mastercard policies.
• Ensure overall satisfaction and retention by understanding customer core business and products.
• Build long-term customer relationships and respond promptly to issues and inquiries.
• Analyze, troubleshoot, and propose alternate solutions; escalate when needed.

Skills

Technical troubleshooting

Customer service

Relationship management

Job description

Our Purpose

Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.

Title And Summary

Customer Technical Services Analyst II-1

Overview

• Provides service support for businesses (B2B) and enterprises (B2E) that have product and service agreements with Mastercard
• 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
• 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

Experiences

• Experience troubleshooting and responding to routine customer inquiries with high quality resolutions
• Experience assisting on process improvement initiatives according to standard procedures
• Experience delivering technical resolutions in a timely manner

Language

Proficiency in Mandarin is essential; The ideal candidate should be able to work in 24*7 environment

Corporate Security Responsibility

• Abide by Mastercard’s security policies and practices;
• Ensure the confidentiality and integrity of the information being accessed;
• Report any suspected information security violation or breach, and
• Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.