Member Service Officer

3 weeks ago

Sydney, Australia Capricorn Full time

Who are we?

Capricorn is a member-based financial services organisation which exists to improve the lives of over 25,000 Members across Australia and New Zealand by supporting them in building stronger automotive businesses. We provide products and services including trade credit, risk protection, equipment finance, trade events, travel services, fuel cards and more. Last financial year Member purchases exceeded $2.93 billion and Member returns exceeded $72.5 million.

A great place to work

When you join Capricorn, you become a part of something bigger than a typical company, because as a co-operative we exist to improve the lives of our Members by supporting them in building stronger businesses – not the other way around.

We are purpose-led and are committed to empowering our community to thrive. Our community includes our employees, and we know what is important to them, because we asked And here’s our commitments to you:

  • Provide a diverse and inclusive workplace – because we know how important it is for everyone to be treated fairly and with respect.
  • Give you flexibility – it’s important to recognise we are all unique and need to create work life balance.
  • Offer paid parental leave – that supports both parent’s leave and their transition back to work.
  • Create a fun environment – our social calendar is full up with a range of different virtual and face-to-face events to keep us connected.
  • Work perks – that our employees actually use, such as a fantastic reward and recognition program, wellness program, additional leave purchase and so much more

The role and what we are looking for

Role Purpose

As Member Service Officer, you’ll need to provide excellence in Member Service by ensuring the appropriate resolution of queries on first contact for Member Trade accounts, products, and services.

Key Accountabilities

Customer Service

  • 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 responding 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

Outbound Customer Service

  • Conduct outbound call campaign calls as set our and rostered by Member Services Team Leader.

Capabilities Required:

Skills, Knowledge and Attributes

  • Intermediate skill in the use of Microsoft Office Software Suite
  • Exposure to basic accounting principles (desirable)

Experience

  • 1 years’ experience within a Customer Service oriented role preferred.

Qualifications

  • Completion of Year 10 High School Certificate or equivalent preferred.
  • Customer Service Certificate (desirable).

The next steps

If you think you are the right person for this role and you believe in a Member first culture, then please apply now. Applications will be reviewed as they arrive, so it is better to apply sooner rather than later.

For further information, support with your application and detail on Capricorn, please visit our website at www.capricorn.coop/careers.

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