Customer Technical Service Delivery Lead II

7 days ago


Copenhagen, Copenhagen, Denmark Mastercard Full time

About the Team:

The Customer Technical Services team in Global Customer Care is creating a new team to support Mastercard Payment Services. We are looking for a talented Customer Technical Services Analyst II to join our team in Copenhagen and Norway.

Responsibilities and Deliverables:

  1. Provide expert-level technical support to customers, identifying and resolving complex issues promptly.
  2. Develop and maintain relationships with customers, understanding their needs and preferences to deliver tailored solutions.
  3. Analyze and document customer issues, concerns, and enhancement requests, driving continuous improvement initiatives.
  4. Collaborate with cross-functional teams to implement new products or technology enhancements, integrating customer feedback throughout the process.
  5. Deliver high-quality customer service, meeting or exceeding key performance metrics, including issue resolution, customer satisfaction, and overall availability.
  6. Leverage problem-solving skills and analytical expertise to identify root causes of issues and develop effective solutions.
  7. Contribute to the development of process improvements, enhancing customer service delivery and minimizing inefficiencies.
  8. Support junior team members in their professional development, providing guidance and coaching to ensure seamless handoffs.
  9. Adhere to company policies and procedures, maintaining confidentiality and integrity when handling sensitive customer information.


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