Member Relations Officer
7 days ago
About Us
Capricorn is a member-based financial services organization dedicated to improving the lives of over 25,000 members across Australia and New Zealand. We provide a range of products and services to support our members in building stronger automotive businesses.
Our Commitments
- Provide a diverse and inclusive workplace, where everyone is treated fairly and with respect.
- Offer flexibility to create a work-life balance that suits each individual.
- Provide paid parental leave to support both parents' leave and their transition back to work.
- Create a fun and engaging environment through various virtual and face-to-face events.
- Offer work perks that our employees actually use, such as a reward and recognition program, wellness program, and additional leave purchase.
The Role
We are seeking a Member Relations Officer to provide excellence in member service by ensuring the appropriate resolution of member account queries and case management. The successful candidate will be responsible for:
- Answering incoming calls from relevant queues and responding to enquiries within service level agreements.
- Ensuring after-hours voicemail messages are returned in a timely manner.
- Liaising with suppliers and service providers to resolve queries efficiently.
- Escalating unresolved queries to the complaints procedure.
- Recording all contacts with members, suppliers, and other staff in CRM.
- Entering manual updates accurately into Epicor and updating CRM.
- Meeting call centre statistics targets.
- Providing trade account payment support.
Requirements
- Intermediate skill in the use of Microsoft Office Software Suite.
- Exposure to basic accounting principles (desirable).
- Problem-solving skills.
- 2 years' experience within a customer service-oriented role.
- Completion of Year 10 High School Certificate or equivalent preferred.
- Customer Service Certificate (desirable).
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