Member Services Representative

1 month ago

Perth, Western Australia Capricorn Full time
About Capricorn

Capricorn is a member-based financial services organization that exists to improve the lives of over 25,000 members across Australia and New Zealand. Our mission is to support members in building stronger automotive businesses by providing products and services that meet their needs.

Role Purpose

The Member Services Officer will be responsible for providing excellence in member service by ensuring the appropriate resolution of queries on first contact for member trade accounts, products, and services.

Key Responsibilities
  • Answer incoming calls from relevant phone queues as required, with a view to providing problem resolution on first contact.
  • Ensure after hours voicemail messages are returned in a timely manner.
  • Action and respond to email & portal enquiries within Service Level Agreement timeframes.
  • Resolve general enquiries as they arise with a view to resolving those queries in a timely manner.
  • Provide support for Capricorn Products including key Supplier accounts.
  • Provide support to Members in relation to accessing and utilising myCAP.
  • Ensure immediate escalation of all unresolved queries as per the complaints and escalation process.
  • Liaise with suppliers and service providers as well as other internal departments to ensure the successful and efficient resolution of queries.
  • Liaise with Area Managers as required to ensure they are kept well informed of Member & Supplier concerns and escalate queries to field staff if required.
  • Add CRM calls to record all contacts with Members, Suppliers, and field staff.
  • Enter manual updates accurately into Epicor as required and update notes.
  • Ensure call centre statistics targets are met
Requirements
  • Intermediate skill in the use of Microsoft Office Software Suite
  • Exposure to basic accounting principles (desirable)
  • 1 years' experience within a Customer Service oriented role preferred
  • Completion of Year 10 High School Certificate or equivalent preferred
  • Customer Service Certificate (desirable)
What We Offer

At Capricorn, we offer a diverse and inclusive workplace, flexibility, paid parental leave, a fun environment, and work perks that our employees actually use. We are committed to empowering our community to thrive and believe in a member-first culture.

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