Case Manager

2 days ago

Sydney, Australia Percepta LLC Full time

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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 provide 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 satisfactorily resolve customer concerns.

The overall objective is to achieve customer satisfaction while 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, social media) from customers regarding their vehicles or experience with the luxury automotive brand.
- Conduct end-to-end case management by researching, following up, involving various departments, while ensuring the customer is kept updated and their needs or concerns are addressed 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 to support ongoing process improvements or early warning signs of trends or volume increases on specific subjects.

What You Bring:

- Proven experience in case management and customer support, including handling objections. Experience dealing with high-end customers 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 the 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:

- 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. Apply now and become part of our vibrant team

From its inception, Percepta LLC has specialized in creating customer loyalty for its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.

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