Member Relations Officer

Capricorn

Perth

5 days ago

Perth

5 days ago

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Member Relations Officer

Capricorn, a large member-owned organization in Australia and New Zealand, is seeking a Member Relations Officer for a hybrid role in Perth. The role involves handling incoming calls, resolving member and supplier inquiries, and providing trade account payment support within the Contact Centre.

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Hybrid

Full-time

Entry Level

Microsoft Office Software Suite

CRM

Salary

Not specified

Work Location

Perth, Western Australia, Australia, AU

Work Model

Hybrid: three days from home and two days in the office

Experience Required

2 years

Employment Type

Full-time

Experience Level

2 years’ experience within a Customer Service oriented role essential

Core Qualifications

Technical (Must-have)

Microsoft Office Software Suite

Soft Skills

Problem Solving

Tools (Must-have)

CRM

Preferred Qualifications

Technical (Nice-to-have)

Epicor

Key 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 respond 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.

Member Relations OfficerCustomer ServiceFinancial ServicesHybridPerthContact CentreCRMEpicorFull-time

Key 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 respond 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.