Customer Service Representative

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 customersWork within a customer-focused team that understands and supports customer needs, whilst achieving the OCC service levelsSolve problems and handle customer complaints, escalating to a Team Leader when necessaryAccept and process the full range of identified customer-related transactions in a professional and timely manner, to the agreed quality and efficiency standardsAdhere 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 LeaderParticipate 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 maintainedModel high standards of personal performance and behavior to serve as a positive role model for othersComplete administration tasks related to customer transactions and travel card administration

General Duties and Responsibilities:

Comply with Cubic’s Quality Management SystemComply with Cubic Occupational Health, Safety and Environment policies and proceduresComply with security in accordance with established policies and procedures of the organisationsComply with Cubic Human Resources ProceduresOther duties as requested

Minimum Job Requirements:

Skills/Experience/Knowledge

Essential:

Relevant experience in product managementAble to demonstrate strong customer service skillsProficient 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 agentExperience in an inbound customer service environment where KPI achievement is closely monitoredExperience in a 24x7 environmentExperience in public infrastructure/transport industry

Personal Qualities

Excellent customer service skills with a strong desire for closureAbility to consistently follow procedures with attention to detailA collaborative style with the ability to work as part of a teamInclination towards problem-solving and willing to take personal initiative and be proactiveStrong administration and organisational skills with ability to work under pressure from time to timeDesire to learn, grow and succeedExcellent written, verbal and numeracy skillsStrong interpersonal skillsAvailable 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.

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Worker Type:

Employee

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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.