Customer Service Representative

2094 Cubic Transportation Systems (Australia) Pty Limited; Parramatta; Presencial; AUD 65.000 - 90.000; Jornada completa

Descripción de la vacante

Cubic Transportation Systems in Parramatta, Australia is seeking a Customer Service Representative to handle inbound calls and emails, providing accurate information and specialized advice to customers. You will work in a customer-focused team, meeting service levels and resolving issues with escalations when needed.

You will manage a range of customer transactions, follow processes and policies, and participate in coaching and training to maintain high call quality and product knowledge.

Formación

• 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.

Responsabilidades

• Answer inbound calls and emails, providing accurate information and specialized advice to customers.
• Work within a customer-focused team that supports customer needs while achieving service levels.
• Solve problems and handle customer complaints, escalating when necessary.
• Accept and process the full range of identified customer-related transactions professionally and timely.
• Adhere to processes and policies, and work within KPIs (quality, productivity, schedule adherence, attendance, customer satisfaction).
• Adhere to individual work activity and break schedules as set by the Team Leader.
• Participate in coaching, training and call assessment to maintain call quality and customer experience.
• Model high standards of performance and behaviour for others.
• Complete administration tasks related to customer transactions and travel card administration.

Conocimientos

Customer service

Keyboarding

Data entry

Front-end systems

Herramientas

Front-end systems

Descripción del empleo

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

Condition of Employment:

• Successful outcome of a National Police Check

Worker Type: Employee

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

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.

Cubic creates and delivers technology solutions in transportation that make people’s lives easier by simplifying their daily journeys, and defense capabilities that 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 challenges 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). CTS is an industry-leading integrator of payment and information solutions and related services for intelligent travel applications. CTS delivers integrated systems for transportation and traffic management, delivering tools for travelers to choose the smartest and easiest way to travel and pay for their journeys, and enabling transportation authorities and agencies to manage demand across the entire transportation network. Cubic Defense provides networked Command, Control, Communications, Computers, Cyber, Intelligence, Surveillance and Reconnaissance (C5ISR) solutions, and live, virtual, constructive and game-based training solutions for both U.S. and Allied Forces. These mission-inspired capabilities enable assured multi-domain access; converged digital intelligence; and superior readiness for defense, intelligence, security and commercial missions. Cubic is proud to have a presence in over 60 countries and employ over 5,000 people worldwide. We are committed to hiring and retaining a diverse workforce and are proud to be an Equal Opportunity/Affirmative Action-Employer. We are committed to ensuring a workplace free of discrimination based on race, colour, 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. For more information on Equal Employment please visit: http://www.cubic.com/Careers/Applicant-Help To learn more, visit Cubic.com. Follow us on LinkedIn!