Member Relation Officer

A little about us

We're a Member-owned organisation with over 30,000 automotive and allied repair Members across Australia and New Zealand, ranging from national franchises to your local family workshop.

Since 1974 we've been supporting our Members with the solutions that really matter, centred around our flagship Trade Account which gives our Members access to instant credit with over 2,000 Preferred Suppliers, simplified monthly expenses, and a generous rewards program as the cherry on top.

Beyond that, our Members can also access a wide range of exclusive products each designed to support our Members to thrive. Whether they need equipment finance to grow their business, insurance products to protect what matters most, or an award-winning travel agency to book their next getaway, Capricorn can help.

Your role

• Answer incoming calls from relevant phone and email queues as required.

• Ensure after hours voicemail messages are returned in a timely manner.

• Action and responding to enquiries within the service level agreements.

• Ensure immediate escalation of all unresolved queries as per the complaints procedure.

• 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 other staff.

• Enter manual updates accurately into Epicor as required and update CRM.

• Ensure call centre statistics targets are met

• Provide Trade Account payment support

Skills, Knowledge and Attributes

• Intermediate skill in the use of Microsoft Office Software Suite

• Exposure to basic accounting principles (desirable)

• Problem Solving skills

Experience

• 2 years' experience within a Customer Service oriented role essential

Qualifications

• Completion of Year 10 High School Certificate or equivalent preferred

• Customer Service Certificate (desirable).

A little on life at Capricorn

Our community at Capricorn always comes first, and a big part of that community is our team. We genuinely believe that investment in our people is the key to everything that we do.

Joining our community is about more than just a job, so here's what's in it for you:

• Work flexibility – We're all unique, and so are the ways in which we work. Whether it's flexible hours or WFH arrangements, we'll work with you to find the best way for us to work together.

• Development Opportunities – your success is ours too. We provide opportunities training and development that give you the tools you need to grow.

• Paid parental leave – during life's most important times, we support both parents' leave and their transition back to work.

• Get social – our social calendar is full up with a range of different virtual and face-to-face events to keep us connected.

• A place you want to be – from the sweeping city views, coffee on tap and the general buzz of our team, Capricorn is a place you want to be.

• A cherry on top – we've got a heap of benefits that our team actually use, including a fantastic reward and recognition program, wellness program, additional leave purchase and so much more

Sound like you'd be a good fit?

If you are ready to become part of a growing community and make a real impact, get in touch today.

For further information, support with your application and detail on Capricorn, please visit our website