The purpose of the role is to manage inbound calls and email requests from customers and clients. You will manage the end-to-end case management for customers to assist with their complaints by corresponding with dealerships, utilising the client portals, and liaising with internal and external teams.

The Opportunity:

Salary Rate: $70k - $75k + super

Location: Sydney, Rhodes - Full-time in the office

Shift Patterns: Available between 8 am - 6 pm on a rotating roster (During daylight saving, shift times will adjust for time zones with up to an 8 pm finish).

Responsibilities:

Inbound calls and emails related to automotive issues. Provide effective follow-through and end-to-end case management to ensure the customer’s enquiry is resolved effectively

Oversee the customer assistance team and ensure efficient management of escalations, complaints, and case management.

Assessing complaints, making well-reasoned decisions, and communicating outcomes with empathy.

Act as the point of contact for all customer issues related to vehicles, with a focus on high-stress calls and complex complaints.

What knowledge, skills & experience do we need?

Experience and background within Complaints Management, Case Management, or Dispute Resolution.

Strong experience in dealing with difficult customers and ability to handle stressful situations

Excellent communication skills, both verbal and written

Ability to react calmly and effectively to customer complaints

Ability to manage relationships and expectations on various levels

If you'd like to discuss this role, please call us today on 02 8871 8830 for a confidential discussion, or send your resume to [email protected]