Claims Manager

4 weeks ago


Homebush, Victoria, Australia people2people Full time
About the Role:

We are seeking a highly skilled Claims Manager to join our Customer Experience team at our Sydney Olympic Park Office. As a key member of our team, you will be responsible for managing offshore BPO vendors responsible for back office administrative services, including outbound satisfaction survey calls, data logging, email management, and inbound call management for Retail partners and Field Team.

Key Responsibilities:
  • Manage and monitor the performance of offshore BPO vendors 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
  • Collaborate with VOC leadership team to escalate customer claims that require further attention
  • Develop and maintain strong business relationships with key stakeholders to identify areas for improved service offerings
  • Conduct high-risk case studies to identify process breakdowns and propose improvement plans

About You:

We are looking for a candidate with relevant secondary/tertiary qualifications, experience in high-level customer service environments, and strong time management skills. You should also have a valid Australian Driver's License, be organized, and able to prioritize tasks. Additionally, you should have excellent verbal and written communication skills, a strong work ethic, and a commitment to customer service culture. Technical background is an advantage.

What We Offer:

We offer a range of benefits, including generous discounts on company products, access to discounts and special promotions with retail partners, access to a wellbeing platform, heavily discounted gym membership, and onsite parking. If you are a motivated and customer-focused individual, we encourage you to apply for this exciting opportunity.
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