Senior Customer Tech Services Specialist

Mastercard; Kuala Lumpur; On-site; MYR 67,000 - 134,000; Full time

Job summary

Mastercard is seeking a Customer Technical Services Analyst II in Kuala Lumpur to provide elite technical support for B2B and B2E customers with product/service agreements. You will build strong customer relationships, ensure timely issue resolution, and continuously improve service delivery per Mastercard policies.

In this role, you will troubleshoot complex inquiries, contribute to testing efforts, and potentially guide junior teammates, while leveraging Mandarin to manage key clients across

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

• Provides service support for Mastercard's B2B and B2E customers with product and service agreements.
• Drives overall satisfaction and retention by understanding customers' core business and products.
• Builds long-term relationships and ensures timely response and resolution of issues.
• Enhances customer experience with high-level technical support per policies.
• Acts as technical resource to analyze, support, and troubleshoot inquiries.
• Contributes to testing to identify opportunities for improvement with customer voice.
• Implements process improvements to enhance service delivery and reduce inefficiencies.
• Manages small projects independently with specialized knowledge of Mastercard's products/services.
• Reviews issue logs and proposes resolutions, escalating when needed.
• Gains exposure to Mastercard products within a discipline and may guide peers.

Skills

Mandarin proficiency

Troubleshooting

Process improvement

Technical resolutions

Job description

Mastercard is seeking a Customer Technical Services Analyst II in Kuala Lumpur to provide elite technical support for B2B and B2E customers with product/service agreements. You will build strong customer relationships, ensure timely issue resolution, and continuously improve service delivery per Mastercard policies.

In this role, you will troubleshoot complex inquiries, contribute to testing efforts, and potentially guide junior teammates, while leveraging Mandarin to manage key clients across