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Member Relations Officer

2 months ago

Perth, Western Australia Capricorn Full time
About Capricorn

Capricorn is a member-based financial services organization that exists to improve the lives of its members by supporting them in building stronger businesses.

Role Purpose

The Member Relations Officer will be responsible for providing excellence in member service by ensuring the appropriate resolution of member account queries and case management.

Key Responsibilities
  • Answer incoming calls from relevant queues and respond to enquiries within service level agreements.
  • Ensure after-hours voicemail messages are returned in a timely manner.
  • Liaise with suppliers and service providers to resolve queries efficiently.
  • Escalate unresolved queries to Area Managers and field staff as required.
  • Record all contacts with members, suppliers, and staff in the CRM system.
  • Enter manual updates accurately into Epicor and update CRM.
  • Meet call centre statistics targets.
  • Provide trade account payment support.
Requirements
  • Intermediate skill in Microsoft Office Software Suite.
  • Exposure to basic accounting principles (desirable).
  • Problem-solving skills.
Experience and Qualifications
  • 2 years' experience in a customer service-oriented role.
  • Completion of Year 10 High School Certificate or equivalent.
  • Customer Service Certificate (desirable).