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E-commerce Customer Service Case Manager

3 months ago

Parramatta, New South Wales, Australia people2people Full time

Are you looking to work within a high-performing environment and want to be part of a business that strives to be the best at what they do? Our client, a world-renowned global organisation, is looking for experienced, passionate, and dedicated customer service professionals.


The Role:


As a case manager, you are responsible to study the end-to-end details of your cases, identify the best solutions that satisfies both your customers and the brand, and work with your customers to complete the solution.


Your Responsibilities will include:

  • Managing Customer warranty claims and complaints in relation to product failures, delivery issues, payment issues in relation to products purchased from Samsung Online Store.
  • Abide and uphold Australia Consumer Law
  • Successfully handle complaints and irate customers
  • Liaise with internal teams to reach swift resolutions
  • Manage and submit Refunds, returns and replacements through Ecommerce Online Portal.
  • Customer updates: timeline for repairs and reassure/facilitate a smooth progression of products to technicians/repair centres
  • Liaising with logistics and service partners to trace deliveries, returns and assessments.
  • Managing individual complaints in relation to online purchases.
  • Following up with external partners and updating customers of status for their orders.
  • Inspecting and liaising with logistics for delivery failures, damaged products and missing items.
  • Answering inbound calls direct from customers and contact centre in relation to queries related to Ecommerce issues.
  • Following up with customers on failed payments for online orders and wrong orders.
  • Creating adhoc reports in relation to failed payments and summary of pending issues

About YOU:

  • Minimum of 2 years in a customer service position
  • Preferable to have call centre experience
  • Experience with SAP (desirable)
  • Customer focused with an empathetic approach to customers, team player
  • Strong verbal and written communication skills
  • Must be organized, able to prioritize tasks and take initiative
  • Highly motivated and ability to take ownership of initiative
  • Have a passion for customer service and enthusiastic about improving customer experience
  • Must be a team player
  • Must be a quick learner and adaptable to change
  • Attention to detail essential