Senior Member Service Officer

3 weeks ago

Sydney, New South Wales, Australia Capricorn Full time

Who we are?

Capricorn is a financial services organization dedicated to enhancing the lives of its members in Australia and New Zealand by assisting them in strengthening their automotive businesses. We offer various products and services, such as trade credit, risk protection, equipment finance, trade events, travel services, and fuel cards, among others. In the previous financial year, member purchases exceeded $2.93 billion, with returns surpassing $72.5 million.

A Vibrant Workplace

Joining Capricorn means becoming a part of something more substantial than an ordinary company. As a cooperative, we strive to improve our members' lives by supporting them in growing their businesses. We are driven by purpose and are dedicated to empowering our community to thrive. This includes our employees, and we value diversity, flexibility, and a fun work environment. Here are our commitments to you:

  • Establishing a diverse and inclusive workplace where everyone is treated fairly and respectfully.
  • Providing flexibility to create a healthy work-life balance tailored to individual needs.
  • Offering comprehensive paid parental leave to support parents transitioning back to work.
  • Cultivating a fun environment with various social events, both virtual and in-person, to foster connections.
  • Providing valuable work perks like a rewarding recognition program, wellness initiatives, additional leave options, and more.

The Role and Expectations

This position involves delivering exceptional member service by promptly resolving queries related to member trade accounts, products, and services in the first interaction. The role reports to the Member Service Team Leader.

Key Responsibilities

  • Acting as a Subject Matter Expert (SME) and offering coaching and feedback to team members to ensure excellence in member experience and high morale.
  • Allocating cases, managing CRM, emails, and requests efficiently among team members.
  • Providing coaching, training, and leadership support to the Member Services team.
  • Collaborating with the Team Leader to address internal team issues promptly within company policies.
  • Handling incoming calls and emails to provide timely problem resolution and meet service level agreements.
  • Liaising with suppliers, service providers, and internal departments to ensure effective query resolution.
  • Communicating with Area Managers to address member and supplier concerns and escalate issues when needed.
  • Executing outbound call campaigns as scheduled by the Team Leader.
  • Adhering to Capricorn's Code of Conduct and embodying the company's values of Accountability, Courage, Collaboration, and Trust.
  • Complying with company policies, procedures, and safety standards at all times.
  • Fostering a safe and inclusive work environment for yourself and your colleagues.

Your Profile

  • Proficiency in Microsoft Office Software Suite.
  • Familiarity with basic accounting principles is advantageous.
  • Preferred 1 year of experience in a customer service role.
  • Completion of Year 10 High School Certificate or equivalent is a plus.
  • Desirable Customer Service Certificate.

Ready to Join Us?

If you believe you are the right fit for this role and resonate with our Member-first culture, we encourage you to submit your application promptly as applications are reviewed on a rolling basis.

For more information and assistance with your application, please visit our website.

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