MasterCard Senior Specialist, Customer Operations Support in Shanghai, China
Who is Mastercard?
We are the global technology company behind the worlds 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.
Senior Specialist, Customer Operations Support
Responsible for all aspects of operations support for existing customers, including process, business and technical consultation
Accountable for end to end process ownership of client service requests and the coordination of teams to resolve issues within a service level contract to avoid financial penalties
Accountable for developing and maintaining customer support guidelines, metrics, tools and practices throughout the customer life cycle
Collects customer feedback and market intelligence and shares findings with partners in Technology, Product and Customer Delivery
Meets with Customers and MasterCard teams to conduct inquiry reviews and to identify technology or process enhancements
Investigates advanced customer issues, concerns and requests for enhancements, simulates internal customer issues, participates in problem resolution, and tracks milestones and end-results with various work streams
Recommends business or process improvements; works with various work streams to formulate solutions
Strategizes preventive measures for potential product line inquiries to reduce cost and improve efficiency; works to clarify questions for unstable products or products in emerging areas
Leads and/or participates in internal customer visits for training, education and operational support
Contributes to the development of new products and product enhancements; documents current processes and potential improvements to support build out
Provides technical and domain support to internal consultation process by explaining technical concepts to customers and evaluating technical attributes of customer code issues
Manages medium-sized project/initiatives as an individual contributor with advanced knowledge within discipline, leading a segment of several initiatives or a larger initiative; may provide dedicated account support
Experience using MasterCard tools, systems, and documentations to resolve difficult customer issues, and guiding junior members to MasterCard resources
Experience implementing strategic and preventative solutions
Able to apply skills to product development
Ability to deliver customer training
Experience training staff in continuing education opportunities for current employees and new hires
Bilingual in Mandarin and English is a must.
Equal Opportunity Employer
Requisition ID: R-52894