Associate Specialist, Contact Center

3 weeks ago

St Leonards, Australia Mastercard Full time

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.

Job Title

Associate Specialist, Contact Center - GCC TECH (2024 Launch Program)

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. It also involves receiving and handling 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. Support with tele-sales (outbound calls) to customers in relation to specific sales/marketing promotional campaigns is also required.

In this role you will:

- Complete relevant documentation as required. Maintain an accurate record keeping system (manually and electronically), prepare data, reports and documents, analyze 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 online 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.

All About You
- Bachelors/Masters student graduating between Jan 2023 and Jan 2024
- Strong written, verbal English communication and presentation skills
- Strong customer focus and excellent customer service skills, strong interpersonal relationship skills
- Proficient in MS Office Suite and other specified systems applicable for the program.
- 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 others.
- Adaptable

Note: Mastercard does not sponsor immigration visas for graduate roles at this time.

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.

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