Luxury Automotive Customer Advocate

5 days ago

Sydney, New South Wales, Australia beBeeCaseManagement Full time $90,000 - $120,000
Case Manager Job Description

We are seeking a skilled Case Manager to join our team. As a luxury automotive brand, we strive to deliver exceptional customer service and create memorable experiences for our clients.

The ideal candidate will provide full concern resolution support to our client's customers by providing premium end-to-end customer service. This includes responding to customer enquiries, acknowledging research, documenting, involving appropriate parties, following up on, and handling all customer contacts via appropriate channels until their resolution.

  • Responsibilities include:
  1. Customer Service: Handling inbound and outbound contacts through multiple channels from customers regarding their vehicles or experience with the luxury automotive brand.
  2. Responding to customer enquiries through various channels, regardless of their level of complexity.
  3. Acknowledging research, documenting, involving appropriate parties, following up on, and handling all customer contacts via appropriate channels until their resolution, professionally and efficiently, in accordance with department standards.
  4. Taking full ownership of own case file and acting as backup to designated buddy for continuity of service and action.
  5. Providing regular feedback and observations to line manager in pursuit of ongoing improvements to process or early warning for trends or increases in volume on specific subjects.
  6. Acting as part of a team to ensure adequate contact coverage for the department.
  7. Processing spending of department goodwill funds to resolve customer concerns when appropriate.
  8. Researching complex automobile issues and negotiating resolution for customers.
  9. Handling special projects or assignments, such as market research surveys/outbound call, working special events, etc. as assigned by management.
  10. Performing administrative tasks related to CRM management, which can include case allocation, data loads.
  11. Adhering to Contact Center Policies and Procedures.
  12. Completing training courses as directed by Operations and/or Training.
  13. Developing and maintaining professional working relationships.
Required Skills and Qualifications

To be successful in this role, you will need:

  • 1-2 years of experience in a Contact Center, hospitality industry, or PR/Sales field.
  • Knowledge of the automotive industry a plus.
  • Experience in a luxury field (hospitality or brand product) a plus.
  • High School Diploma required; associate or bachelor's degree preferred.
  • Strong verbal and written communication abilities, coupled with active listening skills and a knack for objection handling and conflict resolution.
  • Ability to prioritize tasks and manage multiple projects effectively in a fast-paced environment, while maintaining attention to detail and adhering to call center schedule requirements.
  • Proficiency in MS Office and other communication tools, coupled with the ability to navigate multiple computer screens with ease.
  • Maintaining a professional demeanor, language, and appearance, always representing our company with integrity and excellence.
Benefits

This is a Monday to Friday role, with no weekend work. The position also offers a walking distance to Mascot train station and an Employee Assistance Program.

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