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. KPIs include: quality assurance; work productivity; schedule adherence; work attendance; and customer satisfaction
* 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 organisation
* 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
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