Job Title

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 brandand 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 celebratedTeam Spirit: Join a close-knit team that values collaboration, growth, and open communication, empowering you to thrive in a dynamic environmentDiversity & Fun: Embrace diversity and inclusivity in a workplace that values individuality and encourages fun, fostering a sense of belonging for allYour 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.ResponsibilitiesHandle inbound and outbound contacts through multiple channels from customers regarding their vehicles or experience with the luxury automotive brandRespond to customer enquiries through various channels, regardless of their level of complexityAcknowledge 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 actionProvide 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 subjectsAct as part of a team to ensure adequate contact coverage for the departmentProcess spending of department goodwill funds to resolve customer concerns when appropriateResearch complex automobile issues and negotiate resolution for customersHandle special projects or assignments, such as market research surveys/outbound call, working special events, etc. as assigned by managementPerform administrative tasks related to CRM management, which can include case allocation, data loadsAdhere to Contact Center Policies and ProceduresComplete training courses as directed by Operations and/or Training.Develop and maintain professional working relationshipsOther duties as assignedWhat You Bring:Education & Experience: Experience, appreciation and/or passion for automotive - luxury, function and utility. 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 bachelors degree preferredCommunication Skills: Strong verbal and written communication abilities, coupled with active listening skills and a knack for objection handling and conflict resolutionTime 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 requirementsTechnological Aptitude: Proficiency in MS Office and other communication tools, coupled with the ability to navigate multiple computer screens with easeProfessionalism: Maintain a professional demeanor, language, and appearance, always representing our company with integrity and excellenceAvailability: Full working rights and the ability to perform inherent role requirementsWhat You''ll Get:Competitive SalaryMonday to Friday role- No weekend workHybrid/Flexible Working ArrangementsWalking distance to Mascot train stationFree onsite parkingTuition ReimbursementEmployee Assistance ProgramGlobal Award-Winning Employee Rewards ProgramJoin us and embark on a fulfilling journey where every challenge is an opportunity to shine.Apply now and become part of our vibrant team!Key selling pointsGreat work environment!Competitive compensation!Excellent benefits! #J-18808-Ljbffr