Customer Technical Services Analyst, Mastercard

• 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)

Desirable

• 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 a 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
• 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