Associate Specialist, Contact Center

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.

Title and Summary

Associate Specialist, Contact Center

Position Overview:
The primary role of the Contact Centre Associate Specialist 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.

The Associate Specialist is experienced and is consistently achieving a “meeting expectations” result in all Level 1 and 2 skills and programs and has completed training in all Level 3 Skills and Programs. It is expected that the Associate Specialist will be meeting or exceeding KPI expectations across all skills and programs within 3 months of completing the new skill training program.

In addition to assisting customers, the Associate Specialist will also assist with internal Squads, Contact Center and Internal/External Business Projects, Reporting and Analysis.

Job Specification:

- 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 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.
- Call observation and quality assurance services.
- Net Promotor Score Customer Satisfaction Surveys and Survey Analysis. (NPS and C-Sat).
- On the Job Training services.
- Project SME
- Special Projects and assignments

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 - minimum 6 months

Education: Higher School Certificate or equivalent level
- Strong customer service skills.
- Basic product knowledge and knowledge of departmental procedures.
- Excellent written & verbal communication skills and telephone manner.
- High level of interpersonal relationship skills.
- Intermediate level of computer literacy - MS Office - Word, Excel, typing & keyboard skills.
- Ability to problem solve & multitask in real time

Personal Attributes
- Customer focused.
- Highly motivated with the ability to work under limited 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 24/7/365 or as otherwise advised.

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

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 responsi