Customer Service Manager

1 month ago

Copenhagen, Copenhagen, Denmark Mastercard Payment Services Denmark AS Full time
Job Title: Manager, Customer Technical Services

Job Summary:

We are seeking a highly skilled Manager, Customer Technical Services to join our team at Mastercard Payment Services Denmark A/S. As a key member of our Global Customer Care (GCC) team, you will be responsible for providing exceptional customer service and support to our business customers and strategic partners.

Key Responsibilities:

  • Manage day-to-day customer support services across all service support programs for customers and strategic partners.
  • Contribute to the development and maintenance of customer relationships to ensure satisfaction and retention of current customers.
  • Partner with business partners to manage internal development and implementation of any new product or enhancement ensuring that customer 'voice' is taken into account.
  • Leverage technical expertise and high-level understanding of Mastercard products/services to guide teams on resolution efforts.
  • Address and resolve complex customer issues escalated by the customer service team.
  • Create and maintain Team Shift Schedule (Team operates in 24/7 Shifts).
  • Drive team performance to deliver against established Key Performance Indicators and reduce inefficiencies in customer service delivery.
  • Assist with process improvement efforts and initiatives associated with optimization of resources and customer service delivery.
  • May perform financial analysis, planning, forecasting, and budget tracking.
  • Manage a team, conduct goal setting and performance appraisal processes, mentor and coach team members.

Requirements:

  • Demonstrated success in leading day-to-day customer support operations and activities across all technical service support programs.
  • Demonstrated success eliminating inefficiencies and driving team performance against established Key Performance Indicators.
  • Experience implementing new products or product enhancements with the Voice of the Customer as a priority.
  • Excellent written and verbal communication skills.
  • Experience in card operations with emphasis on authorizations, clearing, settlement, and real-time payments is a plus.
  • Proven ability to interface directly with customers on most challenging/complex issues.
  • Conduct Service Operation meeting reviews with internal and/or external stakeholders.
  • Experience supporting implementation of new products or product enhancements with the Voice of the Customer at the forefront.
  • Experience implementing process improvements according to standard procedures.
  • Willing to work in a 24/7 shift environment.
  • Oversee Process maps, SOP & technical documentation for internal use.
  • Proactively seek out opportunities to improve support, software, and user experiences.
  • Familiar with ITIL framework.

Corporate Security Responsibility:

All activities involving access to Mastercard assets, information, and networks come 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.
  • Complete all periodic mandatory security trainings in accordance with Mastercard's guidelines.

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