MasterCard Specialist, Global Customer Service (Japanese Speaking) in Tokyo, Japan
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.
Specialist, Global Customer Service (Japanese Speaking)
Responsible for all aspects of operations support for existing customers, including process, business and technical consultation focusing primarily on the JAPAN market.
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
Reviews customer issues logs, proposes initial enhancements and assists in problem resolution, including escalating advanced issues
Analyzes, troubleshoots, and pulls code and data to solve customer inquiries; uses a combination of available tools and individual knowledge
Guides customers through training documents; may provide alternative solutions
May provide guidance to less experienced team members
Manages smaller project/initiatives as an experienced individual contributor with specialized knowledge within assigned discipline
Provides technical and domain support to internal consultation process to answer technical questions and explain technical concepts
Shift hours between 8am and 9pm.
All About You:
Experience using MasterCard tools, systems, and documentations to resolve moderately difficult customer issues, and guiding junior members to MasterCard resources
Success in answering and completing customer service inquiries; demonstrates strategic and preventative thinking with moderately difficult concepts
General understanding of software patterns and concepts, programming languages, database structures, and related operational protocols
Some ability to deliver customer training
Strong Japanese written and verbal communication needed.
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-68894