Member Service Advisor
Do you enjoy customer interaction, taking customer enquiries, solving problems, using technology (CRM) to track activities...read on!
Summary about this job
Customer Service - Customer Facing
Company: CPA Australia
Location: Melbourne
Work type: Full Time
Salary: n\a
Phone: +61-3-5828-3523
Fax: +61-2-2981-4642
E-mail: n\a
Site: n\a
Detail information about job Member Service Advisor. Terms and conditions vacancy
- Customer service role
- Passionate about delivering best service outcomes
- Great office & collaborative work environment
Our Vision
CPA Australia's Vision is to be known as the world's leading member service organisation, and with 163,000 members across 125 countries we are well positioned to make that vision a reality.
CPA Australia is focused on delivering world class member services and driving the corporate plan to enhance the service offering and grow the membership base. Core services to members include education, training, technical support and advocacy.
The Role
This position reports to the Membership Team Leader. As part of a small team the Member Service Advisor supports all aspects of membership services and products.
Our member service advisory roles aim to provide the highest standard of service to CPA members by attending to inbound calls, face to face interactions and email enquiries which relate to all aspects of CPA Australia membership, services and products. Key areas of responsibility include:
- Provide service excellence to all CPA Australia customers and complying with our Customer Service Charter and Coaching Excellence Program.
- Provide information about membership, services and products within a customer service framework that values high quality, timely customer service.
- Provide personalised service with a focus on first call resolution and case management.
- Respond and add value to customer enquiries via multiple communication channels and deliver on organisational goals.
- Collaborate with team members to share knowledge and gain membership insights.
- Manage database (CRM) to input and refer to data that supports all enquiries and case management activities.
To succeed you will require:
- Recent experience within a professional customer service environment – preferably with inbound and face to face experience.
- Excellent verbal and written communication skills.
- Ability to think on your feet, handle multiple tasks and priorities.
- Genuine passion for high level customer service and team work .
You have an authentic approach to providing exceptional customer service and can work within timelines in resolving/escalating and communicating outcomes.
Dealing with front line activities provides a great opportunity for advocacy for increasing knowledge and awareness of member services to the broader industry.
If you are successful in this role you will have opportunities for growth and career development through regular coaching and training to ensure your skills are second to none. You will have access to CPA Australia's employee benefits, which provide special offers for products and services such as health insurance, home loans, credit cards and publications.
At CPA Australia people are at the heart of what we do. We promote and encourage an inclusive and diverse workplace where everyone can be their best.