Senior Representative, Contact Center
Our Purpose
Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.
Title and Summary
Senior Representative, Contact CenterPOSITION OVERVIEWThe primary role of the Contact Centre Consultant is to receive inbound telephone calls in relation to customer services: placing orders, product inquiries, quotes, return, and problem solving)
The role includes maintaining; completing and ensuring relevant documents and systems are accurate and kept up to date in addition to supporting the Contact Centre with outbound campaign (outbound calls) when required in relation to specific sales /marketing activities.
At Level 10 the consultant is experienced and is consistently achieving a “meeting expectations” result in all Level 11 skills and programs and has completed training in all Level 10 Skills and Programs. It is expected that the level 10 consultant will be meeting or exceeding KPI expectations across all skills and programs within 3 months of completing the new skill training program.
JOB SPECIFICATION
Receive and handle inbound telephone calls from Mastercard Client customers and Client representatives calling to place orders, enquire about products, returns, obtain quotes and assist with all customer satisfaction related inquires, suggest related products (cross-selling) or upgrade products
(up-selling) to the customer to purchase as well as recommending alternative products to substitute when preferred product is unavailable.
When required support with telesales (outbound calls) to customers in relation to specific sales/marketing promotional campaigns.
- Complete relevant documentation as required. Maintain an accurate record keeping system (manually and electronically), prepare data, reports and documents, analyse information as required
- Maintain effective and efficient work processes and procedures complying with all Mastercard
Quality and Productivity Requirements
- Remain aware and knowledgeable of promotional programs, competitive products, and Mastercard policies and procedures
- Attend and complete all product, policy and procedural training sessions and on line learning programs, and learn product details and key selling points of products and technologies.
- Meet or exceed all Schedule Adherence, Effectiveness and Efficiency targets set.
- Any other duties and special projects as directed by management in keeping with the employee’s skills and experience.
PHYSICAL ACTIVITIES
- This position will be working in an office environment, utilizing typical office equipment. The majority of time will be spent on the telephone and computer.
QUALIFICATIONS & ATTRIBUTES
EXPERIENCE: Customer Service and or Sales experience essential
EDUCATION: Higher School Certificate or equivalent level.
SPECIALISED KNOWLEDGE AND SKILLS
- Strong customer service skills.
- Basic product knowledge and knowledge of departmental procedures.
- Excellent communication and telephone manner.
- High level of interpersonal relationship skills.
- Intermediate level of computer literacy - MS Office - Word, Excel, typing & keyboard skills
- Email, chat & written skills (essential) and other specified systems applicable for the program.
PERSONAL ATTRIBUTES
- Customer focused
- Highly motivated with the ability to work without direct supervision
- High attention to detail and accuracy
- Accountable for work performed and sets a positive example to other members of the team
- Clear Diction in the language applicable to the role
- Adaptable
OTHER REQUIREMENTS OF THIS POSITION INCLUDE
Shift work - The Contact Centre operates 24/7 or as otherwise advised.
CODE OF CONDUCT & ORGANISATIONAL VALUES
Mastercard team members are mutually responsible for the success of the business.
The company promises to create an environment in which all employees can realise their full potential. In return all employees are expected to make contributions that positively impact our customers, our shareholders, our business and each other.
This includes:
- Conduct to the highest degree of ethics and integrity
- Creative thinking and openness to new challenges
- Appreciating diversity in the workplace and treating everyone with courtesy and respect
- Effective communication, which is open and honest
- Modelling best practice and leadership
Company values and standards are detailed in the Mastercard intranet site: MCCentral.
PROGRAMS AND SKILLS MATRIX:
Level 10 skills:
Level 11+
Inbound and Outbound Telemarketing Campaign management and services.
Inbound and outbound email servicing.
Case management after call servicing
Inbound Web enquiry services.
Inbound and outbound email campaign management and services.
Multi-language
Level 10 Programs:
All Loyalty Programs and Simple Travel Programs: Bookings and Reservations
Travel Solutions - Full Travel Agency service capabilities Flight. Cruise and Accommodation services
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.