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Senior Customer Technical Services Analyst

Senior Customer Technical Services Analyst

Mastercard

5 - 9 years

0 Lacs

pune maharashtra

Posted:4 weeks ago| Platform: Shine logo

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Skills Required

communication skills analytical skills negotiation skills ms office customer service experience project management skills problem resolution skills

Work Mode

On-site

Job Type

Full Time

Job Description

The Senior Customer Technical Services Analyst role at our organization involves providing operational and technical support to customers by analyzing a wide range of issues, determining necessary actions, and ensuring resolution. As part of the Global Customer Service team, you will be responsible for interacting with customers via telephone and electronic communications to address inquiries about products or services and resolve any issues that may arise. Your main responsibilities will include capturing detailed information about customer concerns, communicating effectively with product owners and internal stakeholders, and staying updated on future enhancements. You will also be involved in onboarding new products, creating customer service procedures, and facilitating knowledge sharing among different teams to ensure optimal customer service readiness. As a key member of the team, you will act as the voice of the customer within the company, striving to enhance the overall customer experience and promote customer feedback awareness. Your role will involve negotiating and resolving issues, leading customer visits for training and support, recommending business improvements, and providing leadership and mentoring as required. To excel in this position, you must possess expert customer service experience, a strong ability to communicate business goals effectively, and experience in designing support models for products. Additionally, you should have excellent interpersonal and communication skills, advanced analytical capabilities, and the ability to manage projects and teams efficiently. Flexibility is essential in this role, as you may be required to provide support during weekends and night shifts. Your adaptability and organizational skills will be crucial in handling multiple tasks simultaneously and addressing the evolving needs of our diverse and global environment. As a member of our team, you will be expected to uphold Mastercard's security policies and practices, ensuring the confidentiality and integrity of information accessed. Reporting any security breaches and actively participating in security trainings are integral parts of your corporate security responsibilities. If you are someone who enjoys taking ownership of challenges, creating positive change, and contributing to a dynamic team environment, this role offers you the opportunity to make a meaningful impact and drive customer-centric solutions within our organization.,

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Senior Customer Technical Services Analyst