Senior Representative, Contact Center

About the role

Mastercard is seeking an experienced Senior Representative for its Contact Center in St. Leonards. The role involves handling inbound customer calls, processing orders, providing product information, and supporting outbound sales campaigns when required.

Key responsibilities

• Receive and manage inbound telephone calls from Mastercard clients and representatives, handling orders, product inquiries, returns, and quotes.
• Cross‑sell and up‑sell related products, recommend alternatives when preferred items are unavailable.
• Support outbound telesales campaigns linked to specific marketing promotions.
• Maintain accurate documentation, both manual and electronic, and generate reports as needed.
• Adhere to Mastercard’s quality, productivity, and security standards, including schedule adherence and efficiency targets.

Required profile

• Customer service or sales experience is essential.
• Higher School Certificate or equivalent qualification.
• Strong interpersonal and communication skills with clear diction.
• Ability to work independently, handle shift work in a 24/7 contact centre environment.

Required skills

• Intermediate computer literacy with MS Office (Word, Excel).
• Typing and keyboard proficiency.