Claims Manager

Our client is a worldwide well-known and highly respected brand in the electronics industry. This position will sit within the Customer Experience department based at the Sydney Olympic Park Office. This role is responsible for offshore BPO provider account management who is responsible for back of house operations and post-purchase support for Retailers as well as main point of contact for Samsung Field team and Retailers seeking advice or escalation. This role requires an individual to work 4 days in the office and 1 day work from home on a 12 month fixed term contract.Duties and Responsibilities:

• Account management of offshore BPO vendor responsible for back office administrative services such as outbound satisfaction survey calls, data logging, email management, inbound call management for Retail partners and Field Team. Allocation of relevant workload to BPO management, monitoring and management to ensure KPI achievement
• Main point of contact for Samsung Field Team including State Managers, Sales Representatives and Retailers in the event a customer has contact the original place of purchase for support
• Key liaison with VOC leadership team to escalate customer claims with are pending or may need further escalation
• Develop and maintain working business relationships with key stakeholders at operational levels with a view to collectively identify gaps or areas of opportunity for enhanced service offerings
• Complete high risk case studies to identify breakdowns in process, policy or operational issues that impact negatively on customer experience, provided suggested improvement plans and proposals for implementation

About YOU:

• Relevant secondary/tertiary qualifications
• Exposure to high level customer service environment
• Demonstrated high level time management skills and the ability to work to critical deadlines and time frames
• Must have own transportation and current valid Australian Driver’s License
• Strong interpersonal verbal and written communication skills
• Must be organised, able to prioritise tasks and take initiative
• Must display good work ethic and a commitment to customer service culture
• Demonstrated competence in MS Office applications
• Technical background an advantage

What’s in it for you?

• Generous discount on company products
• Access to discounts and special promotions with retail partners
• Access to wellbeing platform
• Heavily discounted gym membership
• Onsite parking

If this role sounds of interest, please click the “Apply Now” button or contact Juma on 0413 051 365 or Leah on 0447 599 632 for more information.Operating for over 18 years in Australia, New Zealand and the United Kingdom, people2people, Edge Recruitment and Frog Recruitment are your award-winning recruitment group and HR solutions provider. We are the 2022 Outstanding Large Agency, 2023 Excellence in Candidate Care and 2023 Excellence in Client Service RCSA Award winners. We mitigate our carbon emissions by measuring them and planting the equivalent in trees.At people2people, Edge Recruitment and Frog Recruitment, everyone is welcome and as an inclusive workforce, we encourage our employees, clients, and candidates to showcase their authentic selves.Location
Homebush, New South WalesSalary
Based on ExperienceWork Type
Full TimeIndustryElectronicsDate published13-Mar-2024Learn more about this jobLeah Tallon0282709700New South WalesYour working rightsAustraliaAs an Australian citizen, you can work and travel in the UK, with the UK Youth Mobility Scheme.New ZealandAs an Australian citizen, you can work and travel in NZ. If you are a permanent resident of Australia, you will require a New Zealand Electronic Travel Authority (NZeTA).Copyright © 2024, people2peoplepeople2people acknowledges the Traditional Custodians of country, pays respect to their Elders past and present, and extends that respect to all Aboriginal, Torres Strait Islander and Māori peoples today.