Establishing SLAs including administering, negotiating and close contracts/agreements related to ensure all operational SLAs are well covered to provide a good customer experience. Oversee service level agreements (SLAs) and ensure compliance with industry standards and company policies.
Oversee dealers/stations/customers engagement, complaints, reviews, promotional rewards, and mass communications as well as related future initiatives.
Implement and manage operational processes and procedures to enhance efficiency and service quality by analysing operational performance, addressing any issues and implementing corrective actions as needed.
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Enhances customer experience by providing high level technical customer service and support according to established policies and procedures
Serves as technical resource accountable for analyzing, supporting and troubleshooting customer technical support inquires; provides alternate solutions as needed
Contributes to testing efforts to identify opportunities for improvements with the voice of the customer in mind
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Pro-actively engaging with customers to strengthen their internal skills, knowledge, and experience for Mastercard products and solutions
Acting as the knowledge expert on products and solutions and the most effective means of implementation
You will act as a coach for our customers. Your coaching efforts will support our customers in implementing our products and solutions in ways that add value for their businesses, derive insights and ultimately support our customers in their strategic goals
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Pro-actively engaging with customers to strengthen their internal skills, knowledge, and experience for Mastercard products and solutions
Acting as the knowledge expert on products and solutions and the most effective means of implementation
You will act as a coach for our customers. Your coaching efforts will support our customers in implementing our products and solutions in ways that add value for their businesses, derive insights and ultimately support our customers in their strategic goals
...