Member Care Clerk

2 weeks ago

Homebush, Australia Costco AU Full time

Costco Wholesale is a global retailer. We are the recognised leader in our field, dedicated to quality in every area of our business and respected for our outstanding business ethics.

At Costco, we have a large and rapidly growing member base nationwide. The e-Commerce Member Care team is responsible for providing the best possible service and support to our loyal Costco members. We are a passionate, dynamic team who are dedicated to quality results. Our Member Care agents are committed to making each members’ Costco experience one they’ll remember. This position requires communication with the Operations, Returns, Buying, e-Commerce, Suppliers and members to resolve requests in a timely manner. Navigating multiple systems to gather the appropriate data in a constantly evolving environment will be a requirement for a successful resolution.

**Job Duties/Essential Functions**
- De-escalating situations and offering support to members.
- Navigating numerous systems including AS400, Hybris and Zendesk.
- Liaising with various departments such as Refunds, Fulfillment, Loss Prevention, Buying, and Warehouses to obtain the best resolution for our members.
- Gathering information for cancellations, refunds and damaged orders.
- Adhering to Member Care SLA’s.

**Non - Essential Functions**
- Assists in other areas of the department as necessary.
- Education/Training: Higher School Certificate or higher.
- Knowledge/Skills: Google Suite (Docs, Sheets, Slides), AS400, excellent organisational skills, attention to detail, accuracy while meeting deadlines, team building and personnel development skills, experience with SAP Hybris e-commerce platform. ability to
work with mínimal supervision, positive customer service skills, demonstrated, strong leadership, team building and personnel development skills, Costco warehouse, member service or customer service experience essential, flexible team player able to multi-task and adapt quickly to changing priorities while working independently, requires scheduling flexibility to meet the needs of the business, including weekends.

**Other Specific requirements**:

- Written and verbal communication skills
- Full COVID-19 vaccination or medical contraindications certificate
- **If successful, you will be required to undertake role & department specific training within specified timeframes

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