Lead Case Manager

2 days ago

Australia beBeeCustomer Full time $60,000 - $100,000

Job Title: Customer Experience Coordinator

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The role of a Customer Experience Coordinator is to take ownership of complex customer cases and ensure thorough resolution by capturing all necessary details and updating the CRM system.

In addition, you will manage backorder follow-ups and supplier coordination to ensure timely delivery of customer orders.

This position involves handling complex quotes and orders that involve bespoke requirements, collaborating with Account Managers where necessary.

You will be responsible for ensuring adherence to SLAs for case resolution, and proactively communicating with customers to provide updates on case status.

Your goal will be to drive improvement in customer satisfaction outcomes through consistent, high-quality case management.

You will also collaborate with senior team members on escalated or complex cases that require additional support.

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Qualifications:

We are looking for candidates with proven experience in case management or customer service roles, ideally within a commercial environment.

A strong written and verbal communication skillset is essential, with the ability to handle escalated cases professionally.

Demonstrated ability to handle complex cases, resolve issues independently, and escalate when required is a must.

You should be able to accurately manage multiple cases, track progress, and follow up to ensure timely resolution.

Experience working across teams to resolve customer cases is also desirable.

Strong organisational skills, with the ability to manage multiple priorities at the same time, are essential.

Proficiency in using CRM systems, particularly Salesforce, CPQ, and Service Cloud, is a requirement.

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