Senior Customer Advocate

7 days ago

Sydney, New South Wales, Australia beBeeCustomer Full time $75,000 - $95,000
Job Overview

Welcome to the exciting role of Case Manager, where every interaction presents an opportunity to exceed customer expectations and turn challenges into triumphs.

Main Responsibilities:
  • Manage a variety of customer inquiries through multiple channels (phone, email, social media) regarding their vehicles or experiences with a luxury automotive brand.
  • Deliver end-to-end case resolution by conducting research, following up, and collaborating with various departments to ensure customers are kept informed and their needs or concerns are addressed in a professional and efficient manner, aligned with department standards.
  • Take ownership of individual case files and provide backup support to colleagues for continuity of service and action.
  • Provide regular feedback and insights to line managers to facilitate ongoing process improvements or early warning signs of trends or volume increases on specific topics.
Requirements:
  • Demonstrate proven experience in case management and customer support, including handling objections. Experience working with high-end customers for a luxury brand is highly valued.
  • Develop strong communication skills across multiple channels (phone, email, social media).
  • Possess the ability to provide comprehensive end-to-end support for customers.
  • Display passion for the automotive industry.
  • Employ a problem-solving mindset and ability to research and present effective solutions to meet company and client expectations.
  • Maintain excellent organizational skills and attention to detail.
What We Offer:
  • A hybrid work arrangement that balances flexibility and productivity.
  • Convenient access to public transportation via Mascot train station.
  • An on-site gym for employees to maintain a healthy lifestyle.
  • Complimentary parking on-site for added convenience.
  • A tuition reimbursement program to support ongoing learning and development.

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