Specialist, Customer Operations - JobzEG

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كوبون خصم على كل مشترياتك من موقع نون مصر الكوبون : FA992

الجمعة، 4 فبراير 2022

Specialist, Customer Operations

 Specialist, Customer Operations

Mastercard  Cairo

Job Title

Specialist, Customer Operations


The Mastercard Cross-Border Services Global Customer Operations team is looking for a Specialist to drive our customer experience strategy forward, by consistently innovating and problem-solving. The ideal candidate is passionate about the customer experience journey, highly motivated, intellectually curious, analytical, and professional with excellent communication skills


Overall goal is to ensure a good customer experience for both external customers and internal stakeholders.

Proactive monitoring of exceptions for MEA customers. Identify areas of improvement and work closely with regional team and customer to reduce customer exceptions.

Proactively monitor and analyze transaction data to identify potential issues or improvements and work towards resolution.

Oversee the resolution of day-to-day business issues, customer escalations, and escalations from the Customer Support team.

Awareness of changes impacting customers, both technical/business specifications and program enhancements. Work with regional team and customers to ensure customer readiness for changes.

During local business hours, primary operational support for Customer Support team in support of all Cross-Border Services customers. During off hours, participate in on-call rotational support duties.

Contribute to the operating procedures for Customer Operations and customer support. Log customer impacting incidents, update SOP documents and other procedures in cooperation with other team members.

All About You

Ability to understand Cross-Border Services business with a solid understanding of the transaction processing flow and API payload information.

Skilled at using multiple tools to assist with data analysis including Splunk, Excel, API Payload dumps, and others.

Ability to multi-task and prioritize multiple tasks concurrently while meeting deadlines.

Ability to identify critical and priority issues, and proactively reprioritize daily tasks as needed.

Ability to professionally communicate both written and verbal with different functional areas and external customers

Self-motivated individual who works successfully, ethically, and cooperatively in a team atmosphere

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كوبون خصم على كل مشترياتك من موقع نون مصر الكوبون : FA992

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