Member Services Officer

1 week ago

Sydney, Australia Cashrewards Full time

Heyyyyy We're Cashrewards, Australia’s most loved cashback platform.
- Shoppers love us, but not just shoppers, our team think we’re pretty awesome too. So much so that they recently voted and now we’re a certified Great Place to Work. As they say, the proof is in the pudding socheck out this role to see if you fancy a slice yourself.

**Role Overview**
- Our customer service is a key differentiator for Cashrewards and as a Member Services Officer, you will be customer obsessed and committed to making every interaction effortless for our members.
- Through your member interactions you will aspire to create Cashrewards advocates by ensuring excellence in service.
- You will be provided with comprehensive training across our systems and processes and you will work both independently and as part of the team. We value the team culture and the unique contribution of each and every team member. Our culture is one that supports every individual so we will succeed together.

**Your Focus**:

- Be customer obsessed
- Resolve member enquiries within agreed SLAs and meet daily response goals.
- Maintain a quality score in your responses by addressing member concerns and skillfully communicating accurate information with professionalism, empathy and personalisation.
- Accurately communicate progress updates for pending enquiries to members.
- Assist in the identification and escalation of issues to the Member Services Team Leader.
- Identify and report on key insights from member feedback and data
- Collaborate within the Team to support continuous improvement and efficiency in processes, always with the aim of reducing member friction and effort.
- Where possible aim to resolve enquiries within the first response
- Meet KPIs and goals set by Member Services & Experience Manager which tie to the Business Strategy

**About You**:

- Excellent communication skills (focus on written communications)
- A friendly and professional manner
- The ability to work in a team as well as autonomously
- Capable of working under pressure in an exciting and supportive team environment
- Problem solving skills
- Attention to detail
- The ability to recall information
- The ability to multi-task and work across different systems
- Experience working in customer support
- Another cool thing, we're right smack-band in the middle of Sydney CBD (next to the QVB) so we're easy to get to.

There's lots more to love about working here, like:

- Flexible working
- Friday hours (finish at 3pm on Fridays)
- Double cashback
- Free access to Headspace
- Discounted fitness classes and wellness offering with Class Pass
- Birthday leave
- 16 weeks paid parental leave
- Ability to work up to 90 days a year from anywhere in the world
- Awesome people who you'll get to know at some of our awesome celebrations and social events

We’ve grown so much in the last few years and as this ad proves, we’re still growing. So if you’re keen to jump on board and help us steer this fine ship into the future, don’t let this opportunity pass you by. So jump in, forget FOMO. Join the Cashrewards team today.

Check out our careers page

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