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
Customer Technical Services Who is Mastercard?Mastercard is a global technology company in the payments industry. Our mission is to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart, and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments, and businesses realize their greatest potential.
Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. With connections across more than 210 countries and territories, we are building a sustainable world that unlocks priceless possibilities for all.
Overview
The Ethoca Customer Experience & Engagement team is looking for an Analyst, Customer Service to drive our customer experience strategy forward by consistently innovating and problem-solving. This customer-facing position plays a key role in supporting existing accounts to ensure Ethoca's services are delivered according to our best-in-class standards.
To support our continued growth and success, we are seeking a rock-solid Customer Success Representative who has excellent communication skills and a strong attention to detail.
This is not “just any” call centre role as over 90% of our customer interactions are done online! The role of Customer Success Representative comes with tremendous responsibility: as the face of our brand, and voice of our customer, you're empowered to do what it takes to get it right the first time.
To ensure you're successful in delivering world-class customer experience, we will offer extensive in-house training to ensure that you have a strong understanding of our products, so you are able to effectively address our customer's requests.
Role
• Promptly and accurately respond to our customers inquiries regardless of channel submitted –we do about 90% via online / email channels, and 10% through internal account management and direct call volume
• Embrace our STAR principles (Speed, Transparency, Advice and Reliability) in each one of our customer interactions; take ownership of our customer experience and do what it takes to deliver on our best-in-class promise
• Compile and maintain all required records, documents and salesforce entries for all communication with customers
• Support the onboarding and account management teams by facilitating online demonstrations for all Ethoca products lines to new and existing customers
• Solve problems with unique and outside-of-the-box solutions
• Troubleshoot technical tickets; escalating and liaising with our internal teams to fix the issue
• Participate as a key team player by supporting team members and operations
• Develop and maintain expertise on all products, systems and processes
• Liaise with internal departments regarding issues that relate to the customer and advise the manager in a timely manner
• Other duties and participation in process improvement or project teams as required
All About You
The ideal candidate for this position should:
• Proficiency in English
• 2+ years' experience in a customer service environment
• Be passionate about what you do – take ownership of the customer interaction to ensure success!
• The ability to work independently and as part of a in a multi-tasking environment where attention to detail is a must
• Excellent organization skills to prioritize work in a fast paced ever-changing environment
• Excellent communication skills (both verbal and written), empathy, patience and the desire to exceed our customers' service expectations
• Proficiency in MS Office – Outlook, Word, Excel and PowerPoint•
• Work schedule flexibility: We service our global customer base between Sunday to Friday from 7:00 a.m. to Midnight ET (our shifts are set based on our customer demand and markets we serve)
Assets, but not required:
• Prior experience and knowledge in a commercial or business to business customer service environment
• Knowledge of Salesforce (or another CRM tool)
• Post-secondary studies (university or college) in business or hospitality/tourism management
• As we service a global customer base, proficiency in another language would be strongly preferred
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.
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