Case Manager

Do you have excellent customer service skills? Do you want to join a luxury brand?

Join our team as a Case Manager with a luxury automotive brand and immerse yourself in a role where every interaction is an opportunity to exceed expectations

What We Offer\:

• Vibrant Culture\: Experience our values in action every day, fostering a supportive environment where your voice matters and your contributions are celebrated

• Team Spirit\: Join a close-knit team that values collaboration, growth, and open communication, empowering you to thrive in a dynamic environment

• Diversity & Fun\: Embrace diversity and inclusivity in a workplace that values individuality and encourages fun, fostering a sense of belonging for all

 Your Role\:

The Case Manager provides full concern resolution support to our client's customers by providing premium end to end customer service. You will be responsive to customer requests, liasing and coordinating with various departments and stakeholders to provide solutions and outcomes to customers.

The overall objective is to achieve customer satisfaction whilst reflecting and protecting the best interest of our client to ensure that all customer contact is meaningful and ultimately promotes brand advocacy and loyalty.

Responsibilities

•  Handle inbound and outbound contacts through multiple channels from customers regarding their vehicles or experience with the luxury automotive brand

•   Respond to customer enquiries through various channels, regardless of their level of complexity

•   Acknowledge research, document, involve appropriate parties, follow-up on, and handle all customer contacts via appropriate channels until their resolution, professionally and efficiently, in accordance with department standards

• Takes full ownership of own case file and acts as backup to designated buddy for continuity of service and action

•  Provide regular feedback and observations to line manager in pursuit on ongoing improvements to process or early warning for trends or increases in volume on specific subjects

•  Act as part of a team to ensure adequate contact coverage for the department

• Process spending of department goodwill funds to resolve customer concerns when appropriate

•  Research complex automobile issues and negotiate resolution for customers

•  Handle special projects or assignments, such as market research surveys/outbound call, working special events, etc. as assigned by management

• Perform administrative tasks related to CRM management, which can include case allocation, data loads

•  Adhere to Contact Center Policies and Procedures

• Complete training courses as directed by Operations and/or Training.

•  Develop and maintain professional working relationships

•  Other duties as assigned

What You Bring\:

•   Education & Experience\: Experience, appreciation and/or passion for automotive - luxury, function and utility 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

•   Communication Skills\: Strong verbal and written communication abilities, coupled with active listening skills and a knack for objection handling and conflict resolution

•  Time Management\: 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

•  Technological Aptitude\: Proficiency in MS Office and other communication tools, coupled with the ability to navigate multiple computer screens with ease

•  Professionalism\: Maintain a professional demeanor, language, and appearance, always representing our company with integrity and excellence

Availability\: Full working rights and the ability to perform inherent role requirements

What You'll Get\:

•  Competitive Salary

• Monday to Friday role- No weekend work

•  Hybrid/Flexible Working Arrangements

•  Walking distance to Mascot train station

•  Free onsite parking

• Tuition Reimbursement

•  Employee Assistance Program

• Global Award-Winning Employee Rewards Program

Join us and embark on a fulfilling journey where every challenge is an opportunity to shine.

Apply now and become part of our vibrant team

Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support. Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we:

Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.

Service beyond self – We serve others—clients, customers, and teammates—with care and integrity in every interaction.

Leave it better – We take ownership and leave every process, person, and place better than we found it.

Win together – We succeed as one—celebrating, supporting, and showing up for each other.

Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.

Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.