Claims Manager

at  people2people

THE COMPANY:

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.

• 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