Card Services Representative

4 hours ago

Brisbane, Australia Cubic Corporation Full time

Business Unit:
Cubic Transportation Systems

Company Details:
Reporting to the Customer Experience Manager, this position is responsible for all functions involved in the distribution of the go card product as well as administration and escalation support for the customers Call Centre team and individual patrons. The role involves being able to multitask between the two areas in order to ensure that all back of house duties are completed accurately and within set timeframes to meet both internal and external KPI’s.

Job Details:
Reporting to the Customer Experience Manager, the Card Services Representative is responsible for all functions involved in the distribution of the go card as well as acting as an escalation point for the Call Centre team. This role involves being able to multitask to ensure that all back of house duties are completed accurately and within set timeframes.

This role will include the following tasks within Customer Experience:
Distribution:

- Entering orders into the system
- Initialing and issuing cards
- Packing and dispatching cards
- Creating TPN Acknowledgment forms and following up with Track and Trace
- Assess eligibility of card orders and carry out any follow up required in order to obtain additional information.
- Process both lost and faulty cards to ensure that the system is updated and cards are actioned accordingly.
- Facilitate, amend, maintain and issue Operator employee access as well as driver and maintenance cards.
- Carry out daily card stocktake

Support
- Use multiple systems to carry out investigations, make recommendations, judgments and resolve queries escalated via the Call Centre
- Collect and sort incoming mail, faxes and courier deliveries
- Process system balance transfers and fare adjustments
- Assist with and complete general Finance enquiries
- Maintain, amend and update patron records as and when required.

General:

- Ensure PCI Compliance is adhered to
- Keep records of and input workload statistic into team workbook
- Refer to and utilise task Desk Instructions to ensure that work is carried out accurately
- General office duties: including mailing, faxing and filing
- Meet performance measures as well and internal and external KPI’s
- Attend and participate in team meetings, audits and one on ones.

Job Requirements:

- Excellent written and verbal communication skills
- Intermediate level of demonstrated skill in Microsoft Word, Excel and Outlook
- Ability to learn and use multiple internal systems for investigations, analysis and customer enquiry resolution
- Accurate and efficient system record keeping
- Strong keyboard/data entry skills

Worker Type:
Contingent Worker

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