Customer Service Specialist — Inbound Support & Advocacy

2094 Cubic Transportation Systems (Australia) Pty Limited; Parramatta; On-site; AUD 65,000 - 90,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer service

Keyboarding

Data entry

Front-end systems

Tools

Front-end systems

Job description

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.