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Claims Manager
2 months ago
We are seeking a highly skilled Claims Manager to join our Customer Experience team at our Sydney Olympic Park Office. As a Claims Manager, you will be responsible for managing offshore BPO provider accounts, ensuring back of house operations and post-purchase support for Retailers, and serving as the main point of contact for Samsung Field team and Retailers seeking advice or escalation.
Key Responsibilities:
- Manage offshore BPO vendor accounts, allocating workload and monitoring performance to ensure KPI achievement
- Act as the main point of contact for Samsung Field Team, including State Managers, Sales Representatives, and Retailers, for customer support and escalation
- Liaise with VOC leadership team to escalate customer claims requiring further attention
- Develop and maintain working relationships with key stakeholders to identify gaps and opportunities for enhanced service offerings
- Conduct high-risk case studies to identify process breakdowns and propose improvement plans
About You:
To be successful in this role, you will need:
- Relevant secondary or tertiary qualifications
- Experience in high-level customer service environments
- Strong time management skills and ability to work under pressure
- Current valid Australian Driver's License and own transportation
- Excellent verbal and written communication skills
- Organizational skills, ability to prioritize tasks, and take initiative
- Good work ethic and commitment to customer service culture
- Competence in MS Office applications
- Technical background an advantage
What We Offer:
As a Claims Manager with our team, you will enjoy:
- Generous discounts on company products
- Access to discounts and promotions with retail partners
- Access to wellbeing platform
- Heavily discounted gym membership
- Onsite parking
About Us:
At people2people, Edge Recruitment, and Frog Recruitment, we are an award-winning recruitment group and HR solutions provider. We are committed to creating an inclusive workforce and welcome employees, clients, and candidates to showcase their authentic selves. We mitigate our carbon emissions by measuring them and planting the equivalent in trees.
