Customer Technical Services Analyst II

3 hours ago

Kuala Lumpur, Kuala Lumpur, Malaysia Mastercard Full time 60,000 - 120,000 per year

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 Analyst II (Korean Speaking)Overview

• Provides service support for businesses (B2B) and enterprises (B2E) with product and service agreements with Mastercard.

• Responsible for ensuring overall customer satisfaction and retention through strong knowledge of their core business and Mastercard products.

• Builds long-term customer relationships and ensures timely responses and resolutions to issues.

Responsibilities

• Enhances the customer experience by delivering high-quality technical customer service and support in line with established policies and procedures.

• Acts as a technical resource responsible for analyzing, supporting, and troubleshooting customer technical inquiries; provides alternative solutions when needed.

• Contributes to testing efforts to identify opportunities for improvement, incorporating the voice of the customer.

• Implements process improvements and makes recommendations to enhance service delivery and reduce inefficiencies.

• Manages small-scale projects or initiatives as an individual contributor with specialized knowledge of Mastercard products/services within a specific discipline.

• Reviews customer issue logs and proposes resolutions, escalating issues that require more advanced expertise.

• Gains exposure to Mastercard products/services within a particular discipline or product line.

• May provide guidance to less experienced team members.

Experiences

• Experience troubleshooting and responding to routine customer inquiries with high-quality resolutions.

• Experience assisting with process improvement initiatives in accordance with standard procedures.

• Experience delivering technical resolutions in a timely manner.

Language Requirements

• Proficiency in Korean is essential to support Korea market

• Fluency in Mandarin is an advantage.

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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