Associate Specialist, Contact Centre

1 week 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 Centre
- Enhances customer experience by providing high level technical customer service and support, for analysing, supporting and troubleshooting customer technical support inquires; provides alternate solutions as needed
- Ensures that all client payment processing is completed in-line with contractual requirements, reloading of cards and perform bank transfers
- Responsible for overall clients satisfaction and retention of these business customers through knowledge of their core business and products, achieving set SLA’s and KPI’s
- Investigates and resolves consumer product/service issues, concerns and requests according to established policies and procedures as well as guidance from more senior resources
- To engage with all relevant business stakeholders to investigate client specific cases to reach resolution effeciently
- Escalates complex or unusual consumer product/service inquires and issues to appropriate senior resources
- Reviews customer issue logs and proposes resolutions, escalating issues that require more advanced knowledge
- May provide guidance to less experienced team members, and also act as a senior point of contact within the team to manage any escalations

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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