Senior Representative, Contact Center

Our Purpose Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential. Title and Summary Senior Representative, Contact Center 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. JOB SPECIFICATION Receive and handle 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. 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, 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 on line 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, typing & keyboard skills • Email, chat & written skills (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