Customer Service Representative - Multiple Exciting Positions Available!

Job Description

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. 

We have exciting opportunities for Customer Service Representatives to join our high-performing Opal Customer Care team, based in Silverwater.  

We work in a fast-paced and energetic environment where excellent customer service is the focus of every call.  

Esaential 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 organizations

• 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 organizational 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.