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.
Key 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 behaviour 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
* 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
The description provided above is not intended to be an exhaustive list of all job duties, responsibilities and requirements. Duties, responsibilities and requirements.
EEO Statement
We are committed to creating an inclusive workplace and welcome applications from people of all backgrounds. We do not discriminate based on any protected characteristic under applicable law. We are committed to ensuring a workplace free of discrimination based on race, color, religion, age, disability, genetic information, sex, sexual orientation, gender identity, or national origin, military or veteran status, and any other basis protected by applicable law.
Worker Type: Employee
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