MasterCard Service Quality Coordinator in North Sydney, Australia

Who is MasterCard?

We are the global technology company behind the world€™s fastest payments processing network. We are a vehicle for commerce, a connection to financial systems for the previously excluded, a technology innovation lab, and the home of Priceless ®. We ensure every employee has the opportunity to be a part of something bigger and to change lives. We believe as our company grows, so should you. We believe in connecting everyone to endless, priceless possibilities.

Job Title

Service Quality Coordinator

Role Purpose:

An exciting opportunity has arisen to join part of the Business Operations team as a Complaint Advisor, aiming to resolve any dissatisfaction our customers have, and offer customer service excellence with quality as our main focus. The successful applicant will join a team who are responsible for handling and resolving customer complaints, continuously monitoring call quality through investigation, and providing feedback to that business area in order to improve customer service. An integral part of the role is the identification and escalation of both service and product development opportunities.

Key Accountabilities:

Ensure all complaints and related communications are handled in a professional, customer focused, timely and effective manner. Produce pertinent written responses which are of a consistently high standard ensuring compliance with regulatory and contractual obligations.

Proactively manage customers and elicit feedback in the interest of customer retention and continuous improvement.

Produce monthly management information reports for distribution to both external and internal


Investigate root cause of issues, highlight trends and areas of concern/development need.

Proactively make outbound calls to our customers in order to offer a swift resolution.

Make ex-gratia payment recommendations, balancing customer and commercial requirements.

Provide suggestions for customer service improvements within our service centres

Core Skills

Proven ability to write letters and e-mails to a very high standard.

Ability to prioritise workload and work to tight deadlines.

Exceptional organisational skills, accuracy and a meticulous approach to data and record keeping.

Excellent listening and communication skills.

A thorough understanding of what constitutes customer service excellence.

Previous experience in a customer facing role required.

Self-motivated, able to work autonomously and capability to think €œout of the box€.

Proven commitment to quality.

Flexibility and the commitment to being a team player.

Knowledge of TCF, FSA and FOS policies would be an advantage.

Equal Opportunity Employer
Requisition ID: R-42327