Member Relations Officer

7 days ago


Perth, Western Australia Capricorn Full time

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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