Customer Service Represetative

Job Summary:

The Customer Service Representative (CSR) role is responsible for handling the full range of customer transactions, general enquiries, web and off phone activity and customer complaints in a timely and accurate manner with a strong propensity for customer advocacy.

Essential Job Duties and Responsibilities:

• Answer inbound calls and emails, providing accurate information and specialised advice to customers
• Work within a customer-focused team that understands and supports customer needs, whilst achieving the OCC service levels
• Solve problems and handle customer complaints, escalating to a Team Leader when necessary
• Accept and process the full range of identified customer-related transactions in a professional and timely manner, to the agreed quality and efficiency standards
• Adhere to process and policies, and work within a variety of KPIs in accordance with Cubic’s contractual obligations. KPI’s include: quality assurance; work productivity; schedule adherence; work attendance; and customer satisfaction. (This list is not exhaustive)
• Adhere to individual work activity and break schedules as set by the Team Leader
• Participate in regular coaching, training and call assessment activity with the Team Leader such that call quality, customer experience and a high level of process, systems and product knowledge is maintained
• Model high standards of personal performance and behavior to serve as a positive role model for others
• Complete administration tasks related to customer transactions and travel card administration

General Duties and Responsibilities:

• Comply with Cubic’s Quality Management System
• Comply with Cubic Occupational Health, Safety and Environment policies and procedures
• Comply with security in accordance with established policies and procedures of the organisations
• Comply with Cubic Human Resources Procedures
• Other duties as requested

Minimum Job Requirements:

Skills/Experience/Knowledge

Essential:

• Relevant experience in product management
• Able to demonstrate strong customer service skills
• Proficient in keyboarding, data entry and computing skills including ability to quickly learn new front-end systems

Desirable:

• Experience working as a frontline customer contact/customer service agent
• Experience in an inbound customer service environment where KPI achievement is closely monitored
• Experience in a 24x7 environment
• Experience in public infrastructure/transport industry

Personal Qualities

• Excellent customer service skills with a strong desire for closure
• Ability to consistently follow procedures with attention to detail
• A collaborative style with the ability to work as part of a team
• Inclination towards problem-solving and willing to take personal initiative and be proactive
• Strong administration and organisational skills with ability to work under pressure from time to time
• Desire to learn, grow and succeed
• Excellent written, verbal and numeracy skills
• Strong interpersonal skills
• Available to work on rotational shifts, including overnight shifts from time to time.

Condition of Employment:

Successful outcome of a National Police Check

Worker Type:

Employee