Senior Representative, Contact Center-8

at  Mastercard Inc

TITLE AND SUMMARY

Senior Representative, Contact Center-8

POSITION OVERVIEW

The 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.

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, email (essential) and other specified systems applicable for the program.

OTHER REQUIREMENTS OF THIS POSITION INCLUDE

Shift work - The Contact Centre operates 7 days per week 24 hours per day.

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

OUR PURPOSE

We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team - one that makes better decisions, drives innovation and delivers better business results.

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