Customer Service Representative

Spinal Cord Injuries Australia (SCIA) is a for purpose organisation working for people with spinal cord injury (SCI) and other neurological conditions.  We are passionate about continually improving our service offerings and driving innovation to provide maximum opportunity for those lives affected by traumatic injury. Our mission is simple - to create a world where people with spinal/neuro conditions and their loved ones thrive.

SCIA was founded by people with Spinal Cord Injuries.  At present people with a disability make up over 25% of our staff, and a majority of our Board. We pride ourselves these statistics. Transport for NSW has appointed SCIA to provide the booking service for wheelchair accessible taxis – meaning that people with disabilities are able to book a wheelchair accessible taxi using a service staffed by an organisation that supports people living with disabilities. This is an exciting opportunity for people with a disability to draw on their lived experience in the workplace.

About the role

The Customer Service Representative role is part of an established team including people living with a disability and offers the opportunity to work from home. The booking service operates 24/7 and therefore flexible shifts can be offered to enable people to work around existing commitments. This role is designed so it can be successfully worked by a person living with a disability. You will be provided with comprehensive training and the necessary office/assistive equipment and technology to enable you to effectively perform the role. 

Key duties include:

• Manage bookings for wheelchair accessible taxis via phone and digital channels
• Be a key point of contact for customers and the accessible taxi drivers
• Manage issues and customer feedback
• Ensure information is inputted and managed appropriately in the specialised booking system

To be suitable for this position you will have the following skills and attributes:

• Have experience dealing with a variety of customers either face-to-face or on the phone
• Have strong IT skills, and the ability to quickly learn and operate a computer-based booking system
• Have the ability and feel comfortable working at times in a fast-paced environment
• Accurate attention to detail
• Excellent communication skills
• Familiar with the Sydney Metro geographical area
• People who have first-hand experience of living with a disability or a family member living with a disability are strongly encouraged to apply
• Flexibility to be able to work 24 / 7 roster including occasional evenings, weekends and public holidays

As a SCIA employee you will be entitled to a number of benefits including access to PBI Fringe Benefits packaging and access to our health and well-being package.

The is a casual position with shifts rostered from Monday - Sunday on a 24- hour basis with applicable shift penalties. 

If you are interested in this rewarding and challenging opportunity, please use the Apply link and include a covering letter explaining your interest in this role and our organisation and your CV. You may contact Roula Neskes for any enquiries: *******@scia.org.au.

Successful candidates are required to complete pre-employment screening including a criminal background check.

As part of our commitment to creating a flexible, diverse and inclusive workplace, this role is open to experienced candidates seeking workplace flexibility. We invite candidates of all ages, people with a disability and Indigenous Australians to apply. 

Applications will close on Monday 6th May 2024. Interviews will be conducted as applications are received.