Job Title Customer Technical Services Analyst II

Customer Technical Services Analyst II

The Customer Delivery & Engagement team is looking for a Customer Support Specialist within our Subscription Management product line to drive our customer experience and product efficacy by consistently executing on customer cancellation requests. The ideal candidate is passionate about the customer experience journey, highly motivated, intellectually curious, analytical, and possesses an entrepreneurial mindset.

About the Role:

• Efficiently manage cancellations and monitor cancellation status for merchants
• Initiate and execute workflows for cancellations at various stages of the cancellation journey with merchants
• Provide friendly and efficient customer service support via chat, calls, emails, and other channels
• Proficiency in understanding subscription terms and pulling relevant information from internal systems to support Account Management, Sales, and other queries
• Conduct outbound calls to customers for subscription management and issue resolution
• Handle incoming queries from customers and merchants, ensuring timely resolution and escalation when necessary
• Collaborate with cross-functional teams to improve processes and enhance the customer experience
• Maintain accurate records and documentation of customer interactions and issue resolutions

All About You:

• Comfortable working full-time in Brazilian Portuguese with a C1 English level background
• Minimum of 3 years of work experience in Call Center, customer service roles
• Demonstrated ability to deliver excellent customer service and resolve issues with good judgment
• Strong analytical abilities for troubleshooting and problem-solving
• Appreciation for routine tasks and ability to follow clear instructions
• Comfortable multitasking to manage calls, emails, and chats simultaneously in an outbound calling process
• Strong communication skills, both verbal and written, with a friendly and professional tone
• Ability to adapt to a fast-paced and technologically advanced environment
• Detail-oriented with strong organizational skills and the ability to prioritize tasks effectively

Corporate Security Responsibility:

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