Job Title: Customer Service Representative
Requisition Number: 13934BR
Work Location: Lagos, Nigeria
Budget Business Unit: Operations and Technology
Employer: MasterCard International
Job Description:
Provide operational and technical support for customers analyzing a wide variety of issues, determine needed actions, and follow through to resolution.
Interact with customers to provide information in response to inquiries about products or services and handle and resolve customer issues via telephone and electronic communications (e-mail/chat/SMS).
Major Accountabilities:
• Serve as focal point for customer issues, concerns and requests for enhancements.
• Capture detailed and accurate information about issues, concerns and enhancements.
• Work with global customers to complete service inquiries about MasterCard core applications and products.
• Collaborate with others in support of products, processes and problem resolution.
• Demonstrate the ability to negotiate, resolve and present to internal/external customers.
• Simulate or recreate user issues to resolve operating difficulties.
• Requires general supervision; decisions and actions are based on established procedures and assigned tasks.
Education: Basic college education or equivalent work experience with emphasis in business, finance or information technology.
Knowledge/Experience:
• Thorough knowledge in the field.
Skills/Abilities:
• Above average interpersonal skills.
• Effective written and verbal communication skills.
• Intermediate computer skills (Mainframe, Microsoft Office, Lotus Notes).
• Analytical/problem solving and planning skills and the ability to organize, multi-task and prioritize work based on current business needs.
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