Claims Operations Specialist

2 weeks ago


Homebush, Victoria, Australia people2people Full time

We are seeking a Claims Operations Specialist to join our Customer Experience team based at the Sydney Olympic Park Office.

This role is responsible for managing offshore BPO provider account, back of house operations, and post-purchase support for Retailers. You will be the main point of contact for Samsung Field Team and Retailers seeking advice or escalation.

Key Responsibilities:
  • Manage offshore BPO vendor responsible for back office administrative services such as outbound satisfaction survey calls, data logging, email management, and inbound call management for Retail partners.
  • Main point of contact for Samsung Field Team including State Managers, Sales Representatives, and Retailers in the event a customer has contacted the original place of purchase for support.
  • Liaise with VOC leadership team to escalate customer claims that are pending or may need further escalation.
  • Develop and maintain working business relationships with key stakeholders at operational levels to identify gaps or areas of opportunity for enhanced service offerings.
  • Complete high risk case studies to identify breakdowns in process, policy, or operational issues that impact negatively on customer experience, provide suggested improvement plans, and propose implementation.
About You:
  • You hold relevant secondary/tertiary qualifications.
  • You have exposure to high level customer service environment.
  • You demonstrate high level time management skills and ability to work to critical deadlines and time frames.
  • You must have own transportation and current valid Australian Driver's License.
  • You possess strong interpersonal verbal and written communication skills.
  • You are organized, able to prioritize tasks, and take initiative.
  • You display good work ethic and commitment to customer service culture.
  • You are competent in MS Office applications.
  • A technical background is an advantage.
What We Offer:
  • Generous discount on company products.
  • Access to discounts and special promotions with retail partners.
  • Access to wellbeing platform.
  • Heavily discounted gym membership.
  • Onsite parking.

The estimated salary for this position is $60,000 - $80,000 per annum depending on experience.



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