Member Service Adviser

CPA Australia; Kuala Lumpur; Hybrid; MYR 42,000 - 64,000; Full time

Benefits offered by this job

Hybrid flexibility (min. 2 days onsite

Wellbeing programs

Leave options: parental, study, and up

Job summary

CPA Australia is seeking a Member Service Adviser to be the first contact for member enquiries, delivering personalised support across multiple channels in a busy hybrid environment.

Ideal candidates have 3+ years in customer or member service, strong communication skills, and a solutions-focused mindset. The role emphasizes accurate record-keeping, collaboration, and occasional late shifts, with a supportive benefits program.

Qualifications

• 3+ years' experience in customer service, contact centre, or member service roles.
• Strong communication and relationship-building skills.
• Positive, empathetic, and solutions-focused approach.
• Ability to multitask and manage enquiries across multiple channels.
• Strong attention to detail and commitment to maintaining accurate records.
• Flexibility to occasionally work until 8:00pm.
• Tertiary qualification is highly regarded but not essential.

Responsibilities

• Respond to member enquiries across multiple channels including phone, email, webchat, and SMS.
• Deliver outstanding customer service with accurate information, advice and solutions.
• Resolve enquiries at first contact or follow up promptly when needed.
• Build strong relationships with members and colleagues to achieve positive outcomes.
• Record member interactions accurately and maintain compliance with policies and procedures.
• Make outbound calls to existing members when required.
• Contribute to continuous improvement by sharing feedback and opportunities to enhance the member experience.

Skills

Customer service

Communication

Relationship building

Multitasking

Record keeping

Flexibility with hours

Education

Tertiary qualification preferred

Job description

Career Opportunities: Member Service Adviser (6514)

Join our Member Experience team and play a key role in delivering exceptional service to our members. As a Member Service Advisor, you will be the first point of contact for member enquiries, providing personalised support and solutions across multiple channels while contributing to a positive and collaborative team environment.

• Fixed Term Contract | 2 November 2026 – 29 October 2027
• Full Time | Hybrid (2 days in the office)

Key Responsibilities

• Respond to member enquiries across multiple channels including phone, email, webchat, and SMS.
• Deliver outstanding customer service by providing accurate information, advice, and solutions.
• Resolve member enquiries at the first point of contact wherever possible, or investigate and follow up promptly when further action is required.
• Build strong relationships with members and colleagues to achieve positive outcomes.
• Record member interactions accurately and maintain compliance with policies and procedures.
• Make warm outbound calls to existing members when required.
• Contribute to continuous improvement by sharing member feedback and identifying opportunities to enhance the member experience.

About You

You are a customer-focused professional with 3+ years' experience in customer or member service. You enjoy helping people, take ownership of your work, and thrive in a fast-paced environment. You are adaptable, collaborative, and committed to delivering exceptional service every day.

To be successful, you will have:

• 3+ years' experience in customer service, contact centre, or member service roles.
• Strong communication and relationship-building skills.
• A positive, empathetic, and solutions-focused approach.
• The ability to multitask and manage enquiries across multiple channels.
• Strong attention to detail and commitment to maintaining accurate records.
• Flexibility to occasionally work until 8:00pm.
• A tertiary qualification is highly regarded but not essential.
• Proficiency in a language other than English, particularly Mandarin or Cantonese, will be highly regarded.

If you're passionate about delivering exceptional member experiences and want to join a supportive, collaborative team, we'd love to hear from you.

Why We Love Working at CPA Australia

At CPA Australia, we’re proud of our vibrant, values-led culture. We live by our core values:Create Opportunity,Pursue Excellence, andAchieve Together—and they shape everything we do.

Here’s what makes working here special:

• Inclusive culture– We celebrate diversity and are committed to creating a workplace where everyone feels respected, valued, and empowered to thrive.
• People-first culture– Work alongside passionate, like-minded professionals who strive to be their best.
• Hybrid flexibility– Enjoy the balance of working from home and in the office (minimum two days onsite).
• Wellbeing matters– Access health and wellbeing sessions, learning labs, and a generous reward and recognition program.
• Supportive benefits– Paid parental, volunteer, and study leave, plus the option to purchase additional leave.
• Career growth– Take advantage of learning and professional development opportunities.
• Global mindset – Be part of a truly international organisation with over 20 offices around the world.
• Incentives that reward you– Participate in our annual incentive scheme.
• Fast-paced and purpose-driven– Thrive in a dynamic environment where your work makes a difference to our members and the profession.

About Us:

CPA Australia is Australia’s leading professional accounting body and one of the largest in the world. We have more than 175,000 members in over 100 countries and regions. Our core services include education, training, technical support and advocacy. CPA Australia provides thought leadership on local, national and international issues affecting the accounting profession and public interest. CPA Australia provides thought leadership on local, national and international issues affecting the accounting profession and public interest. CPA Australia engages with governments, regulators and industries to advocate policies that stimulate sustainable economic growth and have positive business and public outcomes.

We arevalues-based organisation underpinned by theCPA Australia Way,which is our commitment to each other and a way of working. It is the foundation of our success, experienced and lived by our people, and felt by members.

To learn more about CPA Australia and other opportunities, please visit our Careers page at https://www.cpaaustralia.com.au/about-cpa-australia/work-with-us/careers