Member Service Officer
Capricorn
- Perth, WA
- Permanent
- Full-time
- 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!
- 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
- Conduct outbound call campaign calls as set our and rostered by Member Services Team Leader.
- Intermediate skill in the use of Microsoft Office Software Suite
- Exposure to basic accounting principles (desirable)
- 1 years' experience within a Customer Service oriented role preferred.
- Completion of Year 10 High School Certificate or equivalent preferred.
- Customer Service Certificate (desirable).