Technical Services Analyst II - Mandarin (24/7)

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

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.