The Role:
We are on the hunt for a strategic, motivated, relationship-driven problem solver to join our fast-growing team. Reporting into the Head of Customer Experience, your role is to lead a team of claims administrators that will act as second-line support for our Contact Centre. The team will be responsible for all non-voice-related customer resolutions, including client and customer escalations, case management, product replacement, and working with manufacturers to seek alternative repair and replacement remedies.
This is a brand new role, with great growth potential and exposure to our clients, in addition to our nationwide Repair Networks and large Australian Manufacturers.
What Makes This Role Unique?
- Your work will directly impact the customer experience - providing great resolutions to customers whilst working strategically with our teams.
- You’ll be encouraged to gain a deep understanding of our business and bring your own ideas to the table and improve on our Customer Experience.
- You’ll gain hands-on industry experience quickly with high exposure to Manufacturers, Repair Centers, Retailers and our Leadership Team.
- With lots of variety in a fast-paced, entrepreneurial environment you won’t get bored!
We're Looking For Someone Who:
- Is passionate about the delivery of high quality customer service experiences.
- Brings an analytical and empathetic approach to resolving a vast range of customer service issues with conflict resolution, decision making, and problem solving skills
- Is ambitious: you’ll go above and beyond to get results (and you’re able to motivate others to do the same!)
- Possesses strong stakeholder management skills
- Is highly resourceful and able to manage ambiguity.
- Is an adept communicator, able to inspire others and navigate diverse teams.
- Remains unyielding in the face of challenges, bringing resourcefulness to ambiguous situations.
Key Responsibilities:
- Support our Customer Experience Team / Call Centre partner with Escalations and Approvals following our Business Rules and Authority Limits. Undertaking timely and accurate responses to escalated customer complaints and disputes.
- Provide recommendations and practical solutions to senior leaders in relation to unresolved complaints, ensuring the best possible outcome for both SquareTrade and the customer.
- Work closely with Manufacturers to obtain replacement resolutions for faults that are deemed a Major Failure under the Australian Consumer Law.
- Provide regular updates to the business on outstanding Service Requests relative to agreed SLAs, working closely with Manufactures and Authorised Repair Centres to obtain updates on repair statuses, and estimated completion timeframes.
- Provide team support and guidance on over-limit repairs for our Authorised Repair Network, analysing to advise whether the repairs vs replacement option is the most economically viable.
- Manage and maintain an email in-box for all client and customer escalations, and respond within agreed Service Levels.
- Manage reimbursement payments for Consequential Loss.
- Assist with driving continuous customer service and operational improvements.
