We are seeking a highly skilled Case Manager to join our team. In this role, you will provide full Omni-Channel concern resolution support to customers of a luxury automotive brand.
From initial inquiry or concern through to close, the representative will liaise and coordinate with various departments to satisfactorily resolve customer concerns. The overall objective is to achieve customer satisfaction whilst reflecting and protecting the best interest of our client.
The ideal candidate will have proven experience in case management and customer support, handling objections. Experience dealing with high-end customers for a luxury brand is a plus.
* Vibrant Culture: 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.
* Diversity & Fun: Embrace diversity and inclusivity in a workplace that values individuality and encourages fun.
Your Responsibilities:
1. 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.
2. Prior end-to-end case management by researching, following up, and involving various departments, while ensuring the customer is kept updated along the way and addressing any customer needs or concerns until resolution in a professional and efficient manner.
3. Take full ownership of your own case file and act as backup to designated buddy for continuity of service and action.
You will be responsible for 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.