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Mastercard
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Specialist, Product Operations Client and Product Support

Specialist, Product Operations Client and Product Support

Mastercard

3 - 7 years

0 Lacs

haryana

Posted:6 days ago| Platform: Shine logo

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Skills Required

customer service product support technical support communication skills problem solving training multilingual interpersonal skills relationship management negotiation leadership pc skills

Work Mode

On-site

Job Type

Full Time

Job Description

As a Specialist, Product Operations Client and Product Support, you will play a crucial role in ensuring that all customer inquiries received by the Advisors Client and Product Support/CAPS Team are addressed promptly and professionally. Your primary focus will be on driving customer satisfaction and loyalty with MasterCard, Advisors, and the range of Information Services products and services that we support. This includes products like PortfolioAnalytics, Location Services, Merchant Identifier, Local Market Intelligence, and the Global Collections Only program, with the product suite continuously expanding. It is essential to meet or exceed the aggressive Service Level Agreement/SLA targets set for supporting over 10,000 internal and external users across all regions. Collaboration and teamwork are highly valued, and your contribution to driving engagement in a dynamic and fast-paced environment will be instrumental. Your responsibilities will include providing technical and general support to customers via phone or email, demonstrating effective communication skills, and actively engaging with customers to enhance their understanding and usage of select Information Services products. You will be expected to resolve problems of varying complexities, develop strategies to increase product usage, conduct training sessions, and find innovative solutions to address customer and business needs effectively. To excel in this role, you must possess strong problem-solving abilities, product/account management experience, and the skills to conduct engaging training sessions. Previous experience in a cross-functional environment and proficiency in languages like English, Spanish, and Portuguese are advantageous. Furthermore, having a bachelor's degree or equivalent education, along with exceptional interpersonal, written, and verbal communication skills, is essential. Your proficiency in software tools like Word, PowerPoint, Excel, and Access will be beneficial in providing operational and technical support to customers. Your role will involve serving as a focal point for customer inquiries, collaborating with global customers, and working with internal and external stakeholders to address concerns and drive product enhancements. Additionally, you will need to exhibit leadership, negotiation, and problem-solving skills while meeting and exceeding customer-specific SLAs. Your adaptability to complex and evolving environments, coupled with your ability to communicate technical information clearly, will be key to your success in this position. At Mastercard, we prioritize information security, and it is expected that you adhere to security policies, maintain the confidentiality and integrity of accessed information, report any security breaches, and participate in mandatory security trainings as per company guidelines. If you are driven to learn and develop in a customer-focused role, possess excellent communication and problem-solving skills, and thrive in a collaborative and fast-paced environment, we welcome you to join our CAPS Team as a Specialist, Product Operations Client and Product Support.,

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Specialist, Product Operations Client and Product Support