Case Manager

Percepta; Sydney; Hybrid; AUD 60,000 - 75,000; Full time

Benefits offered by this job

Vibrant culture

Team spirit

Diversity & fun

Job summary

Percepta in Sydney, Australia, is seeking a Case Manager to deliver Omni-Channel concern resolution for a luxury automotive brand. You will liaise with dealers, field staff, management and other departments to resolve customer concerns, ensuring a satisfactory close.

The role focuses on achieving customer satisfaction while protecting the client's best interests, promoting brand advocacy and loyalty. Hybrid working with on-site amenities is offered.

Qualifications

• Proven experience in case management and customer support; ability to handle objections.

Responsibilities

• Handle inbound and outbound contacts via voice, email, social media and other channels regarding vehicles and brand experience.
• Research, follow up, involve various departments to resolve cases end-to-end while keeping the customer updated.
• Own your case file and support continuity of service as a backup for a buddy.
• Provide feedback to the line manager to drive process improvements and identify trends.

Skills

Case management

Customer support

Multichannel communication

Problem solving

Attention to detail

Organizational skills

Job description

Do you have excellent customer service skills? Do you want to join a luxury automotive brand? Join our team as a Case Manager and 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 Manager you 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 and 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

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

AU-NSW-Sydney