Member Relations Officer | Hybrid Work & Generous Leave

Capricorn; Western Australia; Hybrid; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Hybrid work model

14 weeks inclusive paid parental leave

Two additional paid leave days

Job summary

Capricorn is looking for a Customer Service–oriented Member Relations Officer to provide responsive support to Members by resolving account enquiries and managing cases through to outcomes. You will handle phone and email inquiries, adhere to service level agreements, and escalate unresolved matters per the complaints procedure.

You will coordinate with Suppliers, service providers, internal teams and Area Managers to progress queries and keep stakeholders informed, with accurate CRM records and

Qualifications

• 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.

Responsibilities

• Respond to phone and email enquiries and escalate unresolved matters in line with the complaints procedure.
• Resolve account enquiries and manage cases through to an appropriate outcome.
• Coordinate with Suppliers, service providers, internal teams and Area Managers to progress queries.
• Maintain accurate records in CRM and perform manual updates in Epicor when required.
• Support Trade Account payments, adjustments, transaction disputes, reconciliations and refunds.

Skills

Customer service

CRM

Microsoft Office

Problem solving

Communication

Education

Year 10 Certificate

Tools

Epicor

Job description

Capricorn is looking for a Customer Service–oriented Member Relations Officer to provide responsive support to Members by resolving account enquiries and managing cases through to outcomes. You will handle phone and email inquiries, adhere to service level agreements, and escalate unresolved matters per the complaints procedure.

You will coordinate with Suppliers, service providers, internal teams and Area Managers to progress queries and keep stakeholders informed, with accurate CRM records and