Customer Service Representative

Who you are

• High school diploma or equivalent required
• Previous customer service experience, preferably in a call center, retail, or high-volume service environment, is strongly preferred
• 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
• Availability to work extended hours, weekends, or holidays based on business needs

What the job involves

• 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 escalate 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
• Employees joining the pension scheme will receive contributions from the company
• We have a comprehensive recognition program to reward you for going the extra mile