Member Services Officer

6 days ago

Sydney, Australia Cashrewards Full time

Heyyyyy We're Cashrewards, a shopping gateway to cashback deals and more from Australia’s leading brands.

We exist to make every day more rewarding for our members, for our brand partners, for sick kids and for each other.

Our brand partners work with us because our unique proposition delivers best-in-market returns on their marketing investment, growing sales and increasing customer loyalty. To date we have delivered more than $3 billion of sales for our brand partners, translating into more than $130 million of real cash savings for members. Along the way we have donated more than $1 million to the Starlight Foundation, helping bring joy to more than 26,000 sick children and their families.

We're backed by 1835i, one of Australia's leading venture funds, and we sit in their portfolio alongside some of Australia's most promising fintech and e-commerce companies including Airwallex, Valiant Finance, Divipay and Slyp.

**Role Overview**
- Our customer service is a key differentiator for Cashrewards and as a Member Services Officer, you will be customer obsessed and committed to making every interaction effortless for our members.
- Through your member interactions you will aspire to create Cashrewards advocates by ensuring excellence in service.
- You will be provided with comprehensive training across our systems and processes and you will work both independently and as part of the team. We value the team culture and the unique contribution of each and every team member. Our culture is one that supports every individual so we will succeed together.

**Your Focus**:

- Be customer obsessed
- Resolve member enquiries within agreed SLAs and meet daily response goals.
- Maintain a quality score in your responses by addressing member concerns and skillfully communicating accurate information with professionalism, empathy and personalisation.
- Accurately communicate progress updates for pending enquiries to members.
- Assist in the identification and escalation of issues to the Member Services Team Leader.
- Identify and report on key insights from member feedback and data
- Collaborate within the Team to support continuous improvement and efficiency in processes, always with the aim of reducing member friction and effort.
- Guide members to leave reviews across various channels
- Contribute to achieving our NPS and CES targets
- Support the delivery of any recommended actions to improve NPS and CES
- Where possible aim to response enquiries within the first response
- Meet KPIs and goals set by Member Services & Experience Manager which tie to the Business Strategy
- Data administration and ad-hoc tasks to support the customer experience as required.

**About You**:

- Excellent communication skills (focus on written communications)
- A friendly and professional manner
- The ability to work in a team as well as autonomously
- Capable of working under pressure in an exciting and supportive team environment
- Problem solving skills
- Attention to detail
- The ability to recall information
- The ability to multi-task and work across different systems
- Experience working in customer support

Come and join our team

We have the opportunity to have a hugely positive impact on Australians. We are well-funded in a high growth category with proven product-market fit. We have a unique, vibrant and diverse culture and we encourage collaboration, pioneering new ideas and pushing the boundaries. We pride ourselves on having fun along the way.

With our centrally located Sydney CBD (next to the QVB) and Chatswood office, we offer flexible working and empowerment (and we really mean it) as well as other great benefits including: summer hours, double cashback, discounted gym and wellness offering with Class Pass, birthday leave, and 16 weeks parental leave, as well as countless social events. We’re experiencing amazing growth and we’re excited to welcome new members to our passionate, engaged and dedicated team. Join us for an amazing ride

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