Customer Services Representative

18 hours ago

Brisbane, Queensland, Australia Cubic Transportation Systems Full time $45,000 - $65,000 per year

Job Description

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 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 organisations
  • Comply with Cubic Human Resources Procedures
  • Other duties as requested

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