Specialist, Customer Technical Services

Who is Mastercard?

We are the global technology company behind the world's fastest payments processing network. We are a vehicle for commerce, a connection to financial systems for the previously excluded, a technology innovation lab, and the home of Priceless ®. We ensure every employee has the opportunity to be a part of something bigger and to change lives. We believe as our company grows, so should you. We believe in connecting everyone to endless, priceless possibilities.

Job Title

Specialist, Customer Technical Services

Overview

Customer Technical Services provides first line customer service to all Mastercard clients, Issuers, distributors globally.

Joining our team in Sydney, we provide service and support to all Prepaid card programs in Australia and New Zealand. Prepaid Management Services is the division of Mastercard that concentrates on prepaid solutions such as our Multi-Currency Cash Passport product.

Traditionally focused on the travel sector, our business is driving forward with further Prepaid products throughout the world, with innovative and leading solutions that we integrate with global brands.

Our team act as an integral part of the business, servicing our customers through the management of various card programs. We provide a follow the sun Service Desk model that also operates out of our UK and Japan offices.

The current operating model for Sydney is Monday to Friday 7am - 7pm and Saturday 7am - 5pm (AEST). Team members work a 7.5 hour day with flexibility to work between these hours and a roster based system to ensure the Service Desk coverage on Saturdays.

We pride ourselves on our high quality customer service to our clients through both phone and technology channels.

•Are you motivated and pro-active to join a team providing support to our customers and partners?
•Can you demonstrate delivery in the areas of key responsibility?
•Do you have a passion for adding value to both internal and external relationships?

Role

•As a member of our inbound Service Desk you will provide B2B support with our customers (merchants and financial institutions)
•Investigate and provide resolution to customer queries via telephone and email.
•Providing support regarding transaction queries and system errors to our network.
•Working in a busy team based environment you will liaise with internal stakeholders to facilitate the timely resolution of cases
•Processing of batch errors to ensure customers receive timely payment

All About You

•This role will suit an experienced Customer Operation Representative with strong administrative and organisational skills. Ideally from a Contact Centre, Service Desk and/or Retail
•Due to the nature of the operating model suitable candidates must be fluent in Japanese
•Suitable candidates will also have a passion for continuous improvement and seeking opportunities to streamline and automate processes where possible
•You will demonstrate strong customer service skills and feel confident taking inbound queries both by telephone and through emails
•You will be conscious of handling highly confidential information, be able to work to a timeline and be up to date with record keeping to meet compliance requirements
•Excellent written and verbal communication and attention to detail skills are a must.
•Intermediate Microsoft Office skills, especially excel.
•Good analytical skills
•Demonstrate the ability to multi-task.

Mastercard is an inclusive Equal Employment Opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law.​

If you require accommodations or assistance to complete the online application process, please contact reasonable.accommodation@mastercard.com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.


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