Job type: Full Time

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Our Purpose

We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation and delivers better business results.

Job Title

Senior Customer Technical Services Analyst (Korean Speaking)

Overview

• Provide 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
• Build long-term customer relationships and ensure timely response and resolution of issues
• Collate customer feedback and experience and shares findings with partners in Technology, Product and Delivery teams.

Role

• Due to the operating hours of the Centre the successful candidate for this role will be required to be available to work 7am – 3.30pm (Monday – Friday)
• On-call and work on public holidays is also required on a rotational basis
• Intakes and documents detailed and accurate information on customer issues, concerns, and requests for enhancements
• Enhances customer experience by providing high level technical customer service and support across a diverse and complex array of customer inquires
• Serves as a subject matter expert accountable for analyzing, supporting and troubleshooting customer technical support inquires
• Ensures that customer resolution efforts adhere to Mastercard standard processes and procedures
• Represents the voice of the customer to product line, application team and shared services group
• Leads medium-sized projects/initiatives as an individual contributor with knowledge of Mastercard’s products/services within a particular discipline
• Provides guidance to less experienced team members

All About You

• Suitable candidates will bring previous experience in customer support roles with proven success in resolving moderately difficult to complex technical inquiries
• Success in answering and completing technical service inquiries; demonstrates strategic, holistic, and preventative thinking with resolution concepts
• Candidates must demonstrate knowledge and hands on experience with SQL at an intermediate level
• Strong ability to communicate technical solutions and concepts successfully to audiences of different technical proficiency
• Experience implementing process improvements according to standard procedures
• Experience serving as the go-to person for delivering high quality technical resolutions in a timely manner
• Mandatory experience supporting customers in bilingually using both English and Korean
• Good general understanding of software (application) designs and concepts, programming languages, database structures, and related operational protocols
• Good understanding of payment networks, digital payments, push payments, and payment disruptors
• Demonstrated initiative in building relationships and partnerships with colleagues from multiple areas within your organization
• Highly beneficial to have working knowledge and experience within payment card
industry operations and standards.

Due to COVID-19, most of our employees are working from home. We’ve implemented a virtual hiring process and continue to interview candidates by phone or video and are onboarding new hires remotely. We value the safety of each member of our community because we know we’re all in this together.

Mastercard is an inclusive Equal Employment Opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law.​

If you require accommodations or assistance to complete the online application process, please contactand identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.

Corporate Security Responsibility

Every person working for, or on behalf of, Mastercard is responsible for information security. All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and therefore, it is expected that the successful candidate for this position must:

• 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.

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