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Claims Manager
2 months ago
We are seeking a highly skilled Claims Manager to join our Customer Experience team at people2people. As a Claims Manager, you will be responsible for managing offshore BPO provider accounts, ensuring seamless back-office operations, and providing exceptional post-purchase support to Retailers.
Key Responsibilities- Manage offshore BPO vendor relationships to achieve key performance indicators (KPIs) and ensure high-quality customer service.
- Act as the primary point of contact for Samsung Field Team, Retailers, and customers, resolving issues and escalating concerns as needed.
- Collaborate with VOC leadership to address pending customer claims and identify areas for process improvement.
- Develop and maintain strong relationships with key stakeholders to identify opportunities for enhanced service offerings.
- Conduct high-risk case studies to identify process breakdowns and provide recommendations for improvement.
- Relevant secondary or tertiary qualifications.
- Experience in high-level customer service environments.
- Excellent time management skills and ability to work under pressure.
- Current valid Australian Driver's License and own transportation.
- Strong verbal and written communication skills.
- Organizational skills, ability to prioritize tasks, and take initiative.
- Good work ethic and commitment to customer service culture.
- Competence in MS Office applications.
- Technical background an advantage.
- Generous discounts on company products.
- Access to discounts and special promotions with retail partners.
- Access to wellbeing platform.
- Heavily discounted gym membership.
- Onsite parking.
