MasterCard Specialist Global Customer Service - Operations & Technology in Sao Paulo, Brazil

Who is Mastercard?

We are the global technology company behind the world€™s fastest payments processing network. We are a vehicle for commerce, a connection to financial systems for the previously excluded, a technology innovation lab, and the home of Priceless ®. We ensure every employee has the opportunity to be a part of something bigger and to change lives. We believe as our company grows, so should you. We believe in connecting everyone to endless, priceless possibilities.

Job Title

Specialist Global Customer Service - Operations & Technology

Overview:

Provide operational and technical support for customers analyzing a wide variety of issues, determine needed actions, and follow through to resolution. Interact with customers to provide information in response to inquiries about products or services and handle and resolve customer issues via telephone and electronic communications.

Role

Serve as focal point for customer issues, concerns and requests for enhancements.

Capture detailed and accurate information about issues, concerns and enhancements.

Work with global customers to complete service inquiries about MasterCard core applications and products.

Collaborate with others in support of products, processes and problem resolution.

Demonstrate the ability to negotiate, resolve and present to internal/external customers.

Lead and/or participate in customer visits for training, education and operational support.

Simulate or recreate user issues to resolve operating difficulties.

Recommend and implement business or process improvements, while recognizing global

All About You

Bachelors Degree in IT preferred or equivalent work experience

Technical/operations experience within financial/payments industry

Previous customer service experience required.

Excellent interpersonal skills and written and verbal communication skills.

Advanced analytical, problem resolution and project management skills, including negotiation and conflict resolution.

Ability to adapt personal work style to accommodate an ever changing, diverse and global environment and to organize and prioritize multiple tasks simultaneously based on current business needs.

Ability to train customers on MasterCard Core Operations, Authorization, Clearing Settlement specifications among others.

ITIL and Six Sigma knowledge required.

Equal Opportunity Employer
Requisition ID: R-49655