Member Relations Officer

Capricorn; Perth; Híbrido; AUD 60.000 - 75.000; Jornada completa

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Customer service mindset

Problem solving

Communication

Attention to detail

Multisystem coordination

Educación

Year 10 High School Certificate

Customer Service Certificate

Herramientas

Microsoft Office

Epicor

CRM system

Descripción del empleo

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 Member Relations Officer, you will provide responsive, high-quality service to Members by resolving account enquiries and managing cases through to an appropriate outcome. You will respond to phone and email enquiries, work within service level agreements and ensure unresolved matters are escalated in line with the complaints procedure.

You will coordinate with Suppliers, service providers, internal teams and Area Managers to progress queries efficiently and keep stakeholders informed. Accurate records are central to the role, including updating CRM interactions and completing manual updates in Epicor when required.

The role also supports Trade Account payments and account transactions, including adjustments, transaction disputes, fraudulent transaction support, reconciliations, refunds and late payment fee requests.

What you’ll bring

You will bring a customer-focused approach, sound problem-solving skills and the ability to manage enquiries accurately across multiple systems and stakeholder groups.

What’s essential

• At least two years of experience in a customer service-oriented role.
• Intermediate skills in the Microsoft Office suite.
• Demonstrated problem-solving skills and the ability to progress account enquiries and cases accurately.
• Confidence communicating with Members, Suppliers and internal stakeholders by phone and email.
• Ability to maintain accurate contact and case records in CRM and operational systems.

Exposure to basic accounting principles.

• A Customer Service Certificate.
• Experience using Epicor or a CRM system in a service environment.
• Experience supporting account enquiries, payments, reconciliations, disputes or refunds.
• Experience developing products and partnerships that improve customer, member or supplier value in a mutual, membership or network-based organisation.

Qualifications

• Completion of Year 10 High School Certificate or equivalent is preferred.

A little on life at Capricorn

At Capricorn, we’re committed to creating an environment where our people can thrive, both professionally and personally. That’s why we’ve built a range of benefits that support wellbeing, flexibility, development, and important moments in life, helping our people do their best work while balancing what matters most to them.

Our benefits include:

• A hybrid work model for office-based team members, with flexibility to work both from home and the office.
• 14 weeks inclusive paid parental leave for all eligible Team Members, providing equitable support of all parents and caregivers.
• Two additional days of paid leave to support moments that matter to you.
• Wellbeing, fitness, and lifestyle perks through WHEREFIT and Perkbox.
• Learning and development opportunities, including training opportunities and study assistance for eligible team members.
• Additional benefits such as purchased leave, salary continuance insurance, social club, novated leasing and more.