وظائف شركة ماستركارد MasterCard
Manager, Customer Technical Services
Responsibilities
• Elevates customer experience by managing day-to-day customer support services
across all service support programs for customers and strategic partners that
have product and service agreements with Mastercard
• Contributes to the development and maintenance of customer relationships to
ensure satisfaction and retention of current customers
• Partners with business partners to manage internal development and
implementation of any new product or enhancement ensuring that customer 'voice'
is taken into account
• Leverages technical expertise and high level understanding of Mastercard
products/services to guide teams on resolution efforts
• Addresses and resolves complex customer issues escalated to customer service
team
• Drives team performance to deliver against established Key Performance
Indicators and reduce inefficiencies in customer service delivery
• Assists with process improvement efforts and initiatives associated with
optimization of resources and customer service delivery
• May perform financial analysis, planning, forecasting, and budget tracking
• Manages a team, conducts goal setting and performance appraisal processes,
mentors and coaches team members
Experiences
• Demonstrated
success in leading day-to-day customer support operations and activities
• Demonstrated success eliminating inefficiencies and driving team performance
against established Key Performance Indicators
• Experience implementing new products or product enhancements with the Voice of
the Customer as a priority
