The Role:
We are on the hunt for a customer experience focused, motivated, problem solver to join our fast-growing team. Reporting into the Claims Administrator - Team Leader, you will act as a second line of support for our external Call Centre, as a Claim Administrator. The Claims Administration Team is responsible for all non-voice related customer resolutions, including client and customer escalations, case management, product replacement resolutions, 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.
PLEASE NOTE: This is a hybrid role and our office is located in Melbourne, Australia. You will be required to come into the office 0-3 times a week.
What Makes This Role Unique?
- Your work will directly impact the customer experience - providing great resolutions to customers whilst working strategically with Manufacturers, Retailers and internal 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.
- 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 - both in written and verbal scenarios.
- 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!)
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 regular updates on Case Management to stakeholders on open Service Requests within agreed Service Levels - working closely with Manufacturers and Authorised Repairers to obtain updates on repairs status, estimated time frames and parts availability.
- Work closely with Manufacturers to obtain replacement resolutions for faults that are deemed a Major Failure under the Australian Consumer Law.
- Maintain an email in-box for all client and customer escalations, and respond within agreed Service Levels.
- Processing of reimbursement payments for Consequential Loss and other Good Will compensation resolutions.
