Customer Experience Case Navigator

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

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.