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Member Service Officer

1 month ago

Auckland, Auckland, New Zealand Capricorn Full time

Who are we?

Capricorn Society is a member-based financial services organisation which exists to improve the lives of over 25,000 Members across Australia and New Zealand by supporting them in building stronger automotive businesses. We provide products and services including trade credit, risk protection, equipment finance, trade events, travel services, fuel cards and more. Last financial year Member purchases exceeded $2.93 billion and Member returns exceeded $72.5 million.

A great place to work

When you join Capricorn, you become a part of something bigger than a typical company, because as a co-operative we exist to improve the lives of our Members by supporting them in building stronger businesses – not the other way around.

We are purpose-led and are committed to empowering our community to thrive. Our community includes our employees, and we know what is important to them, because we asked And here's our commitments to you:

  1. Provide a diverse and inclusive workplace – because we know how important it is for everyone to be treated fairly and with respect.
  2. Give you flexibility – it's important to recognise we are all unique and need to create work life balance.
  3. Offer paid parental leave – that supports both parent's leave and their transition back to work.
  4. Create a fun environment – our social calendar is full up with a range of different virtual and face-to-face events to keep us connected.
  5. Work perks – that our employees actually use, such as a fantastic reward and recognition program, wellness program, additional leave purchase and so much more

Role Purpose

Our goal is to deliver exceptional Member Service by resolving queries related to Member Trade accounts, products, and services on the first contact.

Customer Service

  1. Handle incoming calls from relevant phone queues, aiming for first-contact resolution.
  2. Return after-hours voicemail messages promptly.
  3. Respond to email and portal inquiries within the Service Level Agreement timeframes.
  4. Address general inquiries promptly and efficiently.
  5. Support Capricorn Products, including key Supplier accounts.
  6. Assist Members with accessing and using myCAP.
  7. Escalate unresolved queries immediately as per the complaints and escalation process.
  8. Collaborate with suppliers, service providers, and internal departments to resolve queries efficiently.
  9. Keep Area Managers informed of Member and Supplier concerns and escalate queries to field staff when necessary.
  10. Record all contacts with Members, Suppliers, and field staff in CRM calls.
  11. Accurately enter manual updates into Epicor and update notes.
  12. Meet call center statistics targets.

Skills, Knowledge, and Attributes

  1. Intermediate proficiency in Microsoft Office Software Suite.
  2. Basic understanding of accounting principles (desirable).

Experience

Preferably 1 year of experience in a Customer Service-oriented role.

Qualifications

  1. Completion of Year 10 High School Certificate or equivalent preferred.
  2. Customer Service Certificate (desirable).

The preferred candidate will have to be available for shifts that will fall between a 6AM - 5PM time (WAST time).

The next steps

If you think you are the right person for this role and you believe in a Member first culture, then please apply now. Applications will be reviewed as they arrive, so it is better to apply sooner rather than later.

For further information, support with your application and detail on Capricorn, please visit our website at www.capricorn.coop/careers

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