Member Experience & Support Specialist (Hybrid)

Capricorn; Perth; Hybrid; AUD 60,000 - 75,000; Full time

Job summary

Capricorn is seeking a Member Relations Officer to deliver responsive service to Members, resolve account inquiries, and manage cases through to outcomes. The role involves phone and email support, SLA adherence, and escalation when needed.

You’ll coordinate with Suppliers, internal teams, and Area Managers, keep CRM records accurate, and update Epicor where required. The position includes handling payments, reconciliations, and disputes.

Qualifications

• Experience in a customer service-focused role is required (at least 2 years).
• Proven ability to escalate and resolve account enquiries following procedures.
• Strong record-keeping skills and CRM data entry accuracy.

Responsibilities

• Respond to Member inquiries by phone and email and resolve cases to outcome.
• Maintain accurate CRM records and perform manual updates in Epicor when required.
• Coordinate with Suppliers and internal teams to progress queries efficiently.
• Support account payments, reconciliations, and dispute handling as needed.

Skills

Customer service mindset

Problem solving

Communication

Attention to detail

Multisystem coordination

Education

Year 10 High School Certificate

Customer Service Certificate

Tools

Microsoft Office

Epicor

CRM system

Job description

Capricorn is seeking a Member Relations Officer to deliver responsive service to Members, resolve account inquiries, and manage cases through to outcomes. The role involves phone and email support, SLA adherence, and escalation when needed.

You’ll coordinate with Suppliers, internal teams, and Area Managers, keep CRM records accurate, and update Epicor where required. The position includes handling payments, reconciliations, and disputes.