E-store Voc Case Manager

2 weeks ago


Parramatta, 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



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