Member Care Clerk
- Provide exceptional service and support to Costco members.
- Handle inbound member enquiries via phone, email, and live chat.
- Guide members through website navigation and resolve issues.
Position Summary
At Costco, we have a large and rapidly growing member base nationwide. The e-Commerce Member Care team is responsible for providing the best possible service and support to our loyal Costco members.
We are a passionate, dynamic team who are dedicated to quality results. Our Member Care agents are committed to making each members’ Costco experience one they’ll remember.
This role entails proactively with all member enquiries coming into the Customer Care Centre from our website, or via email or telephone.
Job Duties
- Handling inbound member enquiries across all communication channels (phone calls, live chats and emails)
- De-escalating situations and offering support to members
- Guiding members through navigating our website
- Navigating systems including AS400, SAP Hybris and Zendesk
- Liaising with other departments to obtain the best resolution for our members
- Gathering information for cancellations, refunds and damaged orders
Benefits
- Fantastic team environment
- Competitive pay
- Free nearby parking and close proximity to a train station
- Free access to our Employee Assistance Program
- Great company benefits
- Potential to work from home one day a week
Ability to operate vehicles, equipment or machinery
- Computer, printer, calculator, phone
Non-Essential Functions
- Assists in other areas of the department as necessary
Education/Training
Higher School Certificate or higher
Knowledge/Skills
- Google Suite (Docs, Sheets, Slides), AS400, excellent organisational skills
- Attention to detail
- Written and verbal communication skills
- Accuracy while meeting deadlines
- Team building and personnel development skills
- Experience with SAP Hybris e-commerce platform (preferred, but not required)
- Ability to work with minimal supervision
- Positive customer service skills
- Flexible and able to multi-task and adapt quickly to changing priorities while working independently
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