Associate Specialist, Contact Center | Sydney, Au
vor 1 Monat
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, returns, 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 campaigns (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
Receive and handle inbound telephone calls from Mastercard Client customers and Client representatives calling to place orders, inquire about products, returns, obtain quotes, and assist with all customer satisfaction related inquiries, 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, 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.
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, email (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 hours per day, 7 days per week.
We operate on a rotating roster to cover this or as required.
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 realize 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.
Modeling best practice and leadership.
Company values and standards are detailed in the Mastercard intranet site: MCCentral.
LEVEL 3 PROGRAMS AND SKILLS:
Level 3 Skills
Level 1, 2 +
Call observation and quality assurance services.
Net Promoter Score Customer Satisfaction Surveys and Survey Analysis.
(NPS and C-Sat)
On the Job Training services.
Project SME
Level 3 Programs:
All Loyalty Programs and Simple Travel Programs: Bookings and Reservations
Travel Solutions - Full Travel Agency service capabilities Flight, Cruise and Accommodation services
Special projects and assignments.
Corporate Security Responsibility
All activities involving access to Mastercard assets, information, and networks come 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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