Customer Service Representative

Cubic; Burnaby; On-site; CAD 42,000 - 52,000; Full time

Benefits offered by this job

Flexible Work Schedule

Group Income Protection Insurance

Corporate Social Responsibility

1,000+ on demand e-learning courses

Mentor/Mentee opportunities

Tuition reimbursement program

Individual Development Plan (IDP)

Recognition program

Pension contributions

Job summary

Cubic in Burnaby is seeking a Customer Service Representative to be the first point of contact for customers in a busy call center. You will handle inquiries, process transactions, document interactions, and ensure adherence to policies while delivering consistent, high-quality service.

The role emphasizes problem-solving, data entry, and CRM usage, with opportunities for growth through e-learning, mentoring, and a pension program.

Qualifications

• High school diploma or equivalent required.
• Strong communication, problem-solving, and interpersonal skills with the ability to manage challenging situations professionally.
• Proficiency in computer systems and data entry; experience using CRM or call center platforms is a plus.

Responsibilities

• Respond to incoming customer calls promptly and courteously to ensure a positive service experience.
• Process customer transactions, including payments, refunds, and account updates, with accuracy and professionalism.
• Accurately document customer interactions, transactions, and relevant data in the system to maintain high data integrity.
• Address customer questions, troubleshoot issues, and escalate complex cases when necessary to ensure timely resolution.
• Provide clear and accurate information regarding products, fare media, programs, and related services.

Skills

Communication

Problem-solving

Interpersonal skills

Data entry

Education

High school diploma or equivalent

Tools

CRM software

Call center platforms

Job description

The Customer Service Representative (CSR) serves as the primary point of contact for customers in a call center environment. This role is responsible for delivering exceptional service, managing transactions, resolving inquiries, and ensuring adherence to company policies, service standards, and performance metrics

Essential Duties and Responsibilities

• Respond to incoming customer calls promptly and courteously to ensure a positive service experience
• Process customer transactions, including payments, refunds, and account updates, with accuracy and professionalism
• Accurately document customer interactions, transactions, and relevant data in the system to maintain high data integrity
• Address customer questions, troubleshoot issues, and elevate complex cases when necessary to ensure timely and effective resolution
• Provide clear and accurate information regarding products, fare media, programs, and related services
• Ensure compliance with company policies, regulatory requirements, and internal procedures, including proper recordkeeping
• Meet or exceed established KPIs, including call handling time, first-call resolution, and transaction accuracy, while maintaining superior service quality

Benefits

• Flexible Work Schedule: Several of Cubic’s divisions have flexible work patterns
• Group Income Protection Insurance: Provides income in the event of long-term sickness
• Corporate Social Responsibility: Cubic aims to provide a sustainable environment and always is ahead to support community services
• You’ll have access to over 1,000 on demand e-learning courses to assist you with skill sets you can develop to enhance your career
• Want a mentor or looking to mentor others? Look no further as Cubic offers opportunities for both
• Cubic provides a tuition reimbursement program
• An IDP at Cubic will help you track your personal career goals and share them with your manager to help you keep ahead of your career
• We have a comprehensive recognition program to reward you for going the extra mile
• Employees joining the pension scheme will receive contributions from the company

High school diploma or equivalent requiredStrong communication, problem‑solving, and interpersonal skills with the ability to manage challenging situations professionallyProficiency in computer systems and data entry; experience using CRM or call center platforms is a plusPrevious customer service experience, preferably in a call center, retail, or high-volume service environment, is strongly preferredAvailability to work extended hours, weekends, or holidays based on business needs