Case Manager

Percepta LLC; Sydney; On-site; AUD 65,000 - 85,000; Full time

Benefits offered by this job

Hybrid working

On-site gym

Free parking

Job summary

Percepta LLC in Sydney, Australia is seeking a dedicated Case Manager to deliver omni-channel, high-end customer support for a luxury automotive brand. You will manage inquiries from initial contact through resolution, liaising with dealers, field staff and other departments to ensure satisfaction and brand loyalty.

You bring proven case-management experience, strong communication across voice, email and social channels, and a meticulous approach to ownership, follow-up and documentation.

Qualifications

• Proven experience in case management and customer support.
• Experience handling high-end customers is a plus.
• Strong communication across voice, email and social channels.
• Ability to provide end-to-end support and ownership of cases.

Responsibilities

• Handle inbound and outbound contacts via multiple channels (voice, email, social) regarding vehicles or brand experience.
• Conduct end-to-end case management with timely follow-up and cross-department coordination.
• Own your case load and support continuity for colleagues.
• Provide feedback to management to improve processes and anticipate trends.

Skills

Case management

Customer support

Multi-channel support

End-to-end ownership

Problem solving

Organizational skills

Job description

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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:

• Hybrid/Flexible Working Arrangements
• Walking distance to Mascot train station
• Free on-site gym
• Free on-site parking
• Tuition Reimbursement

Join us and embark on a fulfilling journey where every challenge is an opportunity to shine.

From its inception, Percepta LLC have specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market wesupport.