Customer Service Officer - Assessment Centre

Capricorn; Perth; Hybrid; AUD 55,000 - 80,000; Full time

Benefits offered by this job

Hybrid work model

Development opportunities

Paid parental leave

Social events

Wellness program

Gym membership near office

Private health benefits

Leave purchase

Job summary

Capricorn is seeking a Customer Service Officer to be the first point of contact for Members, Suppliers, Shareholders and authorised business contacts. You will respond to enquiries, perform identity and authority checks, update records and help customers navigate digital and self-service channels, delivering accurate account and service support.

This varied contact centre role requires clear communication, good judgement and attention to detail as you work across Capricorn's systems to provide

Qualifications

• Strong verbal communication and active listening across phone and email.
• Customer-focused approach with ability to resolve or refer enquiries.
• Attention to detail and accurate records.
• Ability to learn and use multiple systems and digital tools.
• Manage high volumes of enquiries while maintaining service quality.
• Follow procedures, controls, and escalation pathways.
• Collaborative approach and ongoing capability development.
• Experience in customer service, contact centre or admin preferred.
• Experience with procedures, customer records or transaction-based systems.

Responsibilities

• Serve as first point of contact for Members, Suppliers, Shareholders and authorised contacts.
• Respond to inbound enquiries and perform identity checks.
• Update records and assist customers with digital and self-service channels.
• Resolve enquiries at first contact where possible.
• Coordinate with specialist teams as needed.
• Work across multiple systems and information sources with accuracy.
• Follow privacy and confidentiality requirements.

Skills

Verbal communication

Active listening

Customer-focused

Attention to detail

Multitasking

Collaboration

Procedures & escalation awareness

Education

Relevant customer service or financial services qualifications

Tools

Microsoft Office

Job description

A little about us

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!

A little about the role

As a Customer Service Officer, you'll be a key first point of contact for Capricorn's existing and prospective Members, Suppliers, Shareholders and authorised business contacts. You'll listen carefully, understand what each person needs and provide accurate account, product and service support within your scope.

You'll respond to inbound enquiries, complete identity and authority checks, update records and help customers navigate digital and self-service channels. Wherever possible, you'll aim to resolve enquiries at first contact, while knowing when to connect someone with the right specialist team.

This is a varied Contact Centre role where clear communication, good judgement and attention to detail matter. You'll work across multiple systems and information sources, manage competing priorities and collaborate with teams across Capricorn to deliver a consistent and efficient service experience.

What you’ll bring

You're a service-focused communicator who listens well, builds rapport and enjoys finding practical solutions. You can stay calm during challenging conversations, work accurately in a busy environment and adapt as customer needs and priorities change.

What’s essential

• Strong verbal communication and active listening skills, with the ability to provide clear and practical support by phone and email.
• A customer-focused approach and the ability to understand, resolve or appropriately refer enquiries.
• Strong attention to detail and a commitment to accurate records, information and service outcomes.
• Confidence learning and using multiple systems, digital tools and information resources, including Microsoft Office.
• The ability to manage high volumes of enquiries and competing priorities while maintaining service quality.
• The ability to follow procedures, controls and escalation pathways, including privacy and confidentiality requirements.
• A collaborative approach and commitment to ongoing learning and capability development.

Highly regarded

• Previous experience in a customer service, contact centre or administrative environment.
• Experience working with procedures, customer records or transaction-based systems.

Qualifications

Relevant customer service or financial services qualifications are desirable. The role requires regulatory accreditation to be completed and maintained.

A little on life at Capricorn

• Work flexibility - We're all unique, and so are the ways in which we work. We have Hybrid (2 days working from home) written into our policy.
• Development Opportunities - your success is ours too. We provide training opportunities and development to give you the tools you need to grow.
• Paid parental leave - during life's most important times, we support parents' leave (for both parents) and their transition back to work.
• Get social - our social calendar is full, 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!
• Amazing Benefits - Unlock amazing benefits at Capricorn. We offer all staff free gym membership near the office, discounted private health benefits and an inclusive working from home kits to get you started!