Member Services Officer (Contact Centre)

The Member Services Officer sits within the Contact Centre which operates within the broader Member Services team. This role is responsible for positively influencing the member’s experience by offering a high level of customer service through the provision of information, promotion of College products and assistance to Fellows, Trainees, potential new members, the general public and other stakeholders who make contact with the College.

In the role you will:

• Provide high quality customer service to members and the general public within the context of the Contact Centre across three channels (phone, WebChat and email)
• Be an example of the behaviours and practises outlined in the College’s Service Standards, and exemplify the standards of the Contact Centre
• Respond to enquiries, complaints, feedback and compliments received via a wide range of channels in a professional, courteous, knowledgeable and timely manner
• Maintain awareness of College events and activities, as well as products and service offerings to members
• Be a knowledgeable resource for internal enquiries and assistance
• Record all customer interaction within the College CRM.
• Undertake any ad-hoc administrative tasks as required.
• Ensure that knowledge sharing is maintained between the Contact Centre and key internal stakeholders.
• Support team members to ensure workloads are evenly distributed
• Any other tasks or responsibilities as and when required to support the Contact Centre Team Leader, Manager Member Service or Executive General Manager, Member Services in their roles and in order to achieve the College’s strategic aims.

To be successful in the role, you will need:

• 2+ years’ experience in a call centre/customer service environment managing telephones, email and chat channels
• Experience working with databases and the effective use of CRM software
• Demonstrated ability to develop and manage relationships with a diverse customer base
• Excellent verbal and written communication skills
• Excellent interpersonal and people skills
• Can work well under pressure
• Conflict resolution

To apply, please submit your CV and a cover letter by COB 1 April 2024
To view the position description, visit https://www.racp.edu.au/docs/default-source/about/careers/member-services-officer-contact-centre-position-description.pdf
Should have any queries, please contact recruitment@racp.edu.au