E-commerce Customer Service Case Manager - Parramatta, Australia - people2people

people2people

Verified Company

Parramatta, Australia

2 weeks ago

Posted by:

Olivia Brown

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Description

Are you looking to work within a high-performing environment and want to be part of a business that strives to be the best at what they do? Our client, a world-renowned global organisation, is looking for experienced, passionate, and dedicated customer service professionals.

The Role:

As a case manager, you are responsible to study the end-to-end details of your cases, identify the best solutions that satisfies both your customers and the brand, and work with your customers to complete the solution.

Your Responsibilities will include:

Managing Customer warranty claims and complaints in relation to product failures, delivery issues, payment issues in relation to products purchased from Samsung Online Store.
Abide and uphold Australia Consumer Law
Successfully handle complaints and irate customers
Liaise with internal teams to reach swift resolutions
Manage and submit Refunds, returns and replacements through Ecommerce Online Portal.
Customer updates: timeline for repairs and reassure/facilitate a smooth progression of products to technicians/repair centres
Liaising with logistics and service partners to trace deliveries, returns and assessments.
Managing individual complaints in relation to online purchases.
Following up with external partners and updating customers of status for their orders.
Inspecting and liaising with logistics for delivery failures, damaged products and missing items.
Answering inbound calls direct from customers and contact centre in relation to queries related to Ecommerce issues.
Following up with customers on failed payments for online orders and wrong orders.
Creating adhoc reports in relation to failed payments and summary of pending issues

About YOU:

Minimum of 2 years in a customer service position
Preferable to have call centre experience
Experience with SAP (desirable)
Customer focused with an empathetic approach to customers, team player
Strong verbal and written communication skills
Must be organized, able to prioritize tasks and take initiative
Highly motivated and ability to take ownership of initiative
Have a passion for customer service and enthusiastic about improving customer experience
Must be a team player
Must be a quick learner and adaptable to change
Attention to detail essential