Case Manager

TeleTech Holdings, Inc.; Sydney; Hybrid; AUD 60,000 - 90,000; Full time

Benefits offered by this job

Hybrid/Flexible Working Arrangements

Free on-site gym

Free on-site parking

Tuition Reimbursement

Job summary

TeleTech Holdings, Inc. in Sydney is seeking a Case Manager with a passion for delivering exceptional service to customers of a luxury automotive brand. In this role you will manage inquiries from multiple channels and coordinate with dealers and internal teams to resolve concerns.

You will own each case end-to-end, communicate clearly, and strive to exceed customer expectations while supporting brand advocacy. Hybrid working options and an emphasis on teamwork are part of the role.

Qualifications

• Experience in case management and customer support.
• Multichannel communication skills across phone, email and social.
• Experience handling high-end customers is a plus.
• Strong problem-solving and organizational abilities.
• Interest in the automotive luxury sector.

Responsibilities

• Handle inbound and outbound contacts via voice, email, chat and social media regarding vehicles and service.
• Own cases end-to-end, coordinating with dealers, field staff, and other departments.
• Proactively update customers and track resolution progress.
• Provide feedback to improve processes and identify trends.

Skills

Case management experience

Customer support

Multichannel communication

Automotive luxury brand interest

Problem solving

Strong organizational skills

Job description

Do you have excellent customer service skills? Do you want to join a luxury automotive brand?

Join our team as aCase Managerand immerse yourself in a role where every interaction is an opportunity to exceed expectations and turn challenges into triumphs!

What We Offer:

• Vibrant Culture:Experience our values in action every day, fostering a supportive environment where your voice matters and your contributions are celebrated.
• Team Spirit:Join a close-knit team that values collaboration, growth, and open communication, empowering you to thrive in a dynamic environment.
• Diversity & Fun:Embrace diversity and inclusivity in a workplace that values individuality and encourages fun, fostering a sense of belonging for all.

Your Role:

As a Case Manageryou will provides full Omni-Channel concern resolution support to customers of a luxury automotive brand. From initial inquiry or concern through to close; the representative will liaise and coordinate with the dealer/retailer, field staff, management and other relevant departments to satisfactory resolve customer concerns. -.

The overall objective is to achieve customer satisfaction whilst reflecting and protecting the best interest of our client to ensure that all customer contact is meaningful and ultimately promotes brand advocacy and loyalty.

Responsibilities

• Handle inbound and outbound contacts through multiple channels (voice, email, , and social media) from customers regarding their vehicles or experience with the luxury automotive brand.
• Prior end to end case management by researching, following up, involving various departments, all while ensure the customer is kept updated along the way and addressing any customer needs or concerns until resolution in a professional and efficient manner, in accordance with department standards.
• Takes full ownership of own case file and acts as backup to designated buddy for continuity of service and action.
• Provide regular feedback and observations to line manager in pursuit on ongoing improvements to process or early warning for trends or increases in volume on specific subjects.

What You Bring:

• Proven experience in case management and customer support - handling objections. Experience dealing with high-end customer for a luxury brand is a plus!
• Strong communication skills across multiple channels (voice, email, social media).
• Ability to provide end-to-end support for customers.
• Passion for the automotive industry.
• Problem-solving mindset and ability to research and present best resolution to meet company and client expectations..
• Excellent organizational skills and attention to detail.

Availability:

Full working rights and the ability to perform inherent role requirements

What You'll Get:

• Competitive Salary
• Monday to Friday role- No weekend work
• Hybrid/Flexible Working Arrangements
• Walking distance to Mascot train station
• Free on-site gym
• Free on-site parking
• Tuition Reimbursement

#LI-Hybrid