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 workplace.
* Diversity & Fun: Embrace diversity and inclusivity in a workplace that values individuality and encourages fun, fostering a sense of belonging for all.
Your Role
As a Case Manager you will provide full omni-channel concern resolution support to customers of a luxury automotive brand. From initial inquiry or concern through to close you will liaise and coordinate with the dealer/retailer, field staff, management and other relevant departments to satisfactorily resolve customer concerns, ensuring all customer contact is meaningful and promotes brand advocacy and loyalty.
Responsibilities
* Handle inbound and outbound contacts through multiple channels (voice, email, and social media) from customers regarding their vehicles or experience with the luxury automotive brand.
* End-to-end case management by researching, following up, and involving various departments while ensuring the customer is kept updated and addressing needs or concerns until resolution in a professional and efficient manner, in accordance with department standards.
* Take full ownership of own case file and act as backup to designated buddy for continuity of service and action.
* Provide 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.
What You Bring
* Proven experience in case management and customer support handling objections; experience dealing with high-end customer for a luxury brand is a plus.
* Strong communication skills across multiple channels (voice, email, social media).
* Ability to provide end-to-end support for customers.
* Passion for the automotive industry.
* Problem‐solving mindset and ability to research and present best resolution to meet company and client expectations.
* Excellent organizational skills and attention to detail.
What You'll Get
* Competitive Salary
* Monday to Friday role – no weekend work
* Hybrid/Flexible Working Arrangements
* Walking distance to Mascot train station
* Free on-site gym
* Free on-site parking
* Tuition Reimbursement
Equal Opportunity Statement
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.
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