Consumer Case Manager

4 days ago

Sydney, New South Wales, Australia beBeeConsumerAffairs Full time $120,000 - $140,000

This role encompasses overseeing the intake, management and resolution of all consumer cases including complaints, inquiries and escalations across our portfolio in Oceania.

You will be responsible for ensuring timely, empathetic and accurate responses aligned with legal, regulatory and company standards as a key member of our Consumer Affairs team.

The successful candidate will manage end-to-end consumer contact processes across multiple channels (CRM, phone, email, social media etc.), ensure all responses meet service quality standards and administer consumer remediation processes including refunds, replacement products or service vouchers.

Key Responsibilities:
  • Manage consumer contact processes including enquiries, feedback and complaints.
  • Ensure responses are timely, empathetic and accurate.
  • Collaborate with teams to manage product complaints and adverse event reporting.
  • Evaluate high-risk complaints and escalate as required.
  • Administer consumer remediation processes.
  • Retrieve and document consumer product samples.
  • Manage inventory of replacement stock.

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