Member Relations Officer

Capricorn • Perth, WA

20h • Hybrid

About The Position

Capricorn is one of Australia and New Zealand’s largest and most dynamic Member-owned organisations. Since 1974, we’ve provided our Members with financial and business solutions to make running a business easier. Our flagship Trade Account offers instant credit with over 1600 Preferred Suppliers, simplified monthly expenses, and a generous rewards program. We have a strong foundation in the automotive and machinery aftermarkets. Our vibrant community includes over 31,000 Members across Australia and New Zealand, from national franchises to your local family workshop. Last year, Capricorn facilitated nearly $4bn in sales with our Preferred Suppliers. At Capricorn, we're about more than just products and services. We work hard to ensure that our Members, Suppliers and People feel like they're part of something bigger - a Community which is connected and supported to make a difference, while having some fun along the way!

Requirements

• 2 years’ experience within a Customer Service oriented role essential
• Intermediate skill in the use of Microsoft Office Software Suite

Nice To Haves

• Exposure to basic accounting principles (desirable)
• Customer Service Certificate (desirable)
• Completion of Year 10 High School Certificate or equivalent preferred

Responsibilities

• 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.

Benefits

• Work flexibility – We support flexible ways of working wherever possible. In the Contact Centre, this includes rostered shift hours and a hybrid model of three days from home and two days in the office, with flexibility subject to business needs.
• 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!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED