Customer Experience Case Manager

Percepta; Sydney; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Free on-site parking

Free on-site gym

Milestone work anniversary leave

Access to global learning platform

Job summary

Percepta is seeking a Customer Experience Case Manager in Sydney to own and guide customer cases from enquiry to resolution. You’ll work with customers, dealerships, and specialist teams to deliver outstanding service and positive outcomes.

Role emphasizes proactive problem-solving, empathy, and strong communication. The position offers hybrid work with regular hours aligned to a Monday–Friday schedule and support for your professional growth.

Qualifications

• Experience in customer support, case management or complaints handling.
• Excellent verbal and written communication across multiple channels.
• Strong problem-solving and decision-making abilities.
• Ability to manage multiple priorities with attention to detail.

Responsibilities

• Manage a portfolio of customer cases to ensure timely resolution.
• Assist customers with vehicle enquiries, ownership questions and product information.
• Coordinate with dealerships to deliver customer-focused outcomes.
• Maintain regular communication and update customers throughout the case lifecycle.
• Handle enquiries across phone, email and digital channels.
• Investigate concerns, identify solutions and resolve issues effectively.
• Collaborate with specialist support teams on complex cases.
• Contribute to CSI targets and a high-quality customer experience.

Skills

Customer service

Case management

Communication skills

Problem solving

Multitasking

Empathy

Tools

CRM software

Job description

Looking to take the next step in your customer service career?

At Percepta, we know exceptional customer experiences start with exceptional people.

We're looking for a Customer Experience Case Manager who enjoys solving problems, building relationships, and making a genuine difference in customers' lives. In this role, you'll become a trusted point of contact throughout the customer ownership journey, helping customers navigate enquiries, resolve concerns, and achieve positive outcomes.

This is more than a traditional contact centre position. Rather than handling one-off enquiries, you'll manage a portfolio of cases from start to finish, working closely with customers, dealerships, and specialist support teams to deliver outstanding service.

If you're resilient, customer-focused, and motivated by finding solutions, we'd love to hear from you.

About Percepta

For more than 25 years, Percepta has partnered with some of the world's leading automotive brands to deliver exceptional customer experiences. Operating across 13 countries and supporting customers in over 60 markets, our global team of more than 5,000 employees is committed to creating meaningful customer connections every day.

Our Mascot office offers a modern and collaborative work environment and is conveniently located within a 10-minute walk of Mascot train station.

When you join Percepta, you'll be part of a global organisation with the culture and support of a close-knit local team that genuinely invests in your growth and success.

About the Role

As a Customer Experience Case Manager, you'll take ownership of customer cases and guide customers through their journey from initial enquiry through to resolution.

Your responsibilities will include:

• Managing a portfolio of customer cases and ensuring timely resolution.
• Supporting customers with vehicle enquiries, ownership questions, and product information.
• Coordinating closely with dealerships to deliver customer-focused outcomes.
• Maintaining regular communication and keeping customers informed throughout the case lifecycle.
• Handling enquiries across multiple channels, including phone, email, and digital platforms.
• Investigating concerns, identifying solutions, and resolving issues effectively.
• Collaborating with specialist support teams on technical or complex cases.
• Contributing to strong Customer Service Index (CSI) results and an exceptional customer experience culture.

No two days are the same, making this an ideal role for someone who thrives on variety and enjoys solving unique challenges.

About You

We're looking for someone who combines strong customer service skills with a proactive and solution-focused mindset.

To be successful, you will have:

• Experience in customer support, case management, complaints handling, or customer resolution roles.
• Confidence managing customer objections and challenging conversations professionally.
• Excellent verbal and written communication skills across phone, email, and digital channels.
• Strong problem-solving abilities and sound decision-making skills.
• The ability to manage multiple priorities while maintaining attention to detail.
• A genuine passion for helping customers and delivering positive outcomes.
• Strong organisational and relationship-building skills.
• Experience supporting premium or luxury brands will be highly regarded but is not essential.
• Most importantly, we're looking for someone with a positive attitude, empathy, resilience, and a commitment to providing outstanding customer experiences.

Why Join Percepta?

At Percepta, you'll be supported, valued, and empowered to grow your career.

We offer:

• Monday to Friday role (8:00am - 5:30pm) with no weekend work
• Hybrid and flexible working arrangements
• Convenient Mascot location close to public transport
• Free on-site parking
• Free on-site gym
• Milestone work anniversary leave
• Access to a comprehensive global learning platform with hundreds of professional and personal development courses

A Culture You'll Love

Collaboration

Work alongside a supportive team that values knowledge sharing, open communication, and mutual success.

Growth

Develop your skills through ongoing learning opportunities and coaching.

Inclusion

Be part of a diverse and inclusive workplace where every voice is valued and respected.

Recognition

Celebrate achievements and contributions in an environment that appreciates your impact.