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Customer Service Representative

Cubic Corporation -
Silverwater NSW

Apply Now

Job Details

Full-time
11 days ago

Qualifications

Customer service
Administrative experience
Product management
Data entry
Organisational skills
Computer skills

Full Job Description

Business Unit:

Cubic Transportation Systems

Company Details:

When you join Cubic, you become part of a company that creates and delivers technology solutions in transportation to make people’s lives easier by simplifying their daily journeys, and defense capabilities to help promote mission success and safety for those who serve their nation. Led by our talented teams around the world, Cubic is committed to solving global issues through innovation and service to our customers and partners.

We have a top-tier portfolio of businesses, including Cubic Transportation Systems (CTS) and Cubic Defense (CD). Explore more on Cubic.com.

Job Details:

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

The description provided above is not intended to be an exhaustive list of all job duties, responsibilities and requirements. Duties, responsibilities and requirements.

‎

Worker Type:

Employee

‎

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.

Apply Now

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