AI-generated summary
- Run day-to-day technical support: resolve escalations, boost retention and KPI performance.
- Power digital payments in 200+ countries: secure, simple, accessible.
- Lead team, embed customer voice into product changes and drive measurable impact!
Undisclosed
Kuala Lumpur, Malaysia, 50490, Kuala Lumpur
Full-Time
Job Description
Our Purpose
Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.
Title and Summary
Manager, Customer Technical ServicesOverview• Provides service support for businesses (B2B) and enterprises (B2E) that have product and service agreements with Mastercard
• Responsible for overall satisfaction and retention of these business customers through knowledge of their core business and products
• Builds long-term customer relationships and ensures timely response and resolution of issues
Roles
• Elevates customer experience by managing day-to-day customer support services across all service support programs for customers and strategic partners that have product and service agreements with Mastercard
• Contributes to the development and maintenance of customer relationships to ensure satisfaction and retention of current customers
• Partners with business partners to manage internal development and implementation of any new product or enhancement ensuring that customer 'voice' is taken into account
• Leverages technical expertise and high level understanding of Mastercard products/services to guide teams on resolution efforts
• Addresses and resolves to complex customer issues escalated by customer service team
• Drives team performance to deliver against established Key Performance Indicators and reduce inefficiencies in customer service delivery
• Assists with process improvement efforts and initiatives associated with optimization of resources and customer service delivery
• May perform financial analysis, planning, forecasting, and budget tracking
• Manages a team, conducts goal setting and performance appraisal processes, mentors and coaches team members
All About You
• Demonstrated success in leading day-to-day customer support operations and activities across all technical service support programs
• Demonstrated success eliminating inefficiencies and driving team performance against established Key Performance Indicators
• Experience implementing new products or product enhancements with the Voice of the Customer as a priority
• Proficiency in Mandarin is essential
Corporate Security Responsibility
All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:
Abide by Mastercard’s security policies and practices;
Ensure the confidentiality and integrity of the information being accessed;
Report any suspected information security violation or breach, and
Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.
Job Requirements
Company Benefits
Workplace flexibility
At Mastercard, we value and support flexibility as part of our hybrid workplace where every employee can do their best work.
Wellbeing benefits
Get access to best-in-class inclusive wellbeing programs and resources to help you be your best self.
Recognizing You
Mastercard offers Recognizing You globally—it’s our peer-to-peer recognition program that enables us to celebrate the big and small wins every day!
Additional Info
Company Activity
Last active - few hours ago
Experience Level
0 - 10 Years of Experience
Company Profile
