MasterCard Consultant - Contact Centre/Vendor management in London, United Kingdom
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.
Consultant - Contact Centre/Vendor management
Provide operational and technical support for customers by analyzing proactively 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 or coordinate the resolution of customer issues.
Demonstrate leadership qualities on a regular basis, displaying mentoring ability, project leadership and delegation on an as-needed basis, follow-through, team participation, and self-management.
Manage relationships with the customers operations and decision-making contacts and serve as focal point for issues relative to core application, products and operations.
Collaborate with internal business partners to manage and/or facilitate the internal development and support of any new product and/or technology enhancement, ensuring the customer voice is taken into account.
Demonstrate the ability to negotiate, resolve and present to internal/external customers
Simulate or recreate user issues to resolve operating difficulties.
Identify opportunities to grow MasterCard revenue by cross-selling MasterCard tools, services and education. Recommend and implement business or process improvements, while recognizing global perspectives. Identify and deliver against business, corporate and division objectives, opportunities, and commitments.
Demonstrate a high-level understanding of all MasterCard products/services and how they interact.
Proactive involvement in business planning with customers and internal partners to manage expectations in support of achieving strategic, mutually shared objectives.
Demonstrate leadership qualities, displaying mentoring ability, project leadership and delegation on an as-needed basis, follow-through, team participation and self-management. Support Account Teams with operational/business needs.
Strive to ensure a customer's overall operations satisfaction with MasterCard Worldwide.
Bachelors Degree in related field.
Commensurate work experience may be considered in lieu of university degree Knowledge / Experience:
Advanced credit and/or debit card knowledge
Excellent interpersonal, negotiation, and conflict resolution skills with strong written and verbal communication skills
Advanced analytical, problem resolution and project management skills required
Capability to train and develop junior staff
Ability to adapt personal work style to accommodate an ever changing, diverse and global environment. Ability to organize and prioritize tasks based on current business needs Work Conditions:
Travel may be required
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.
Requisition ID: R-64223