Case Manager

Looking to take the next step in your customer service career?

At Percepta, we believe great customer experiences are created by people who genuinely enjoy solving problems, building relationships and making a difference.

As a Case Manager, you'll become the trusted point of contact for customers throughout their ownership journey. Whether you're helping someone understand a vehicle feature, coordinating with a dealership to resolve a service concern or supporting a customer through a more complex case, you'll play an important role in delivering an exceptional customer experience.

This is more than a traditional contact centre role. You'll manage your own portfolio of customer cases, build relationships with customers over time and work closely with dealerships and specialist teams to achieve the best possible outcome for every customer.

If you're resilient, enjoy solving problems, communicate confidently and take pride in delivering great service, we'd love to hear from you.

About Percepta

For more than 25 years, Percepta has partnered with some of the world's leading automotive brands to deliver exceptional customer experiences. Today we operate across 13 countries, supporting customers in more than 60 markets through a global team of over 5,000 employees.

Our Mascot operation is situation in an impressive office space, which is just 10 minutes’ walk from Mascot train station.

Joining Percepta means becoming part of a stable, global organisation while working within a close-knit local team that genuinely invests in its people.

What You'll Be Doing

No two days are exactly the same. On any given day you might be:

• Supporting customers with vehicle enquiries, product information and ownership questions.

• Managing a portfolio of customer cases through to resolution.

• Working closely with dealerships to coordinate customer outcomes.

• Following up on customer commitments and keeping customers informed throughout their journey.

• Handling enquiries via phone, email and other digital channels.

• Building trust by listening carefully, understanding customer needs and finding practical solutions.

• Working with specialist support teams when technical or complex assistance is required.

• Contributing to a culture focused on delivering exceptional customer experiences and strong Customer Service Index (CSI) outcomes.

Who We're Looking For

We're less interested in whether you're an automotive expert and more interested in how you work with people. You'll be successful in this role if you:

• Proven experience in case management and customer support - handling objections. Experience dealing with high-end customers for a luxury brand is a plus!

• Strong communication skills across multiple channels (voice, email, social media).

• Ability to provide end-to-end support for customers.

• Problem-solving mindset and ability to research and present best resolution to meet company and client expectations.

• Excellent organizational skills and attention to detail.

Your communication skills, attitude and willingness to learn are what matter most.

Why Join Percepta?

When you join Percepta, you're joining a team that values collaboration, development and continuous improvement. We offer:

• Competitive Salary

• Monday to Friday (8:00am-5:30pm) role- No weekend work

• Hybrid/Flexible Working Arrangements

• Walking distance to Mascot train station

• Free on-site gym

• Free on-site parking

• Tuition Reimbursement

• Milestone work anniversary leave.

• Access to a comprehensive global online learning platform with hundreds of professional and personal development courses.

Vibrant Culture: Experience our values in action every day, fostering a supportive environment where your voice matters and your contributions are celebrated.

Team Spirit: Join a close-knit team that values collaboration, growth, and open communication, empowering you to thrive in a dynamic environment.

Diversity & Fun: Embrace diversity and inclusivity in a workplace that values individuality and encourages fun, fostering a sense of belonging for all.

Ready to Apply?

If you're looking for a role where you can build valuable customer experience skills, work with a respected global organisation and make a genuine difference to customers every day, we'd love to hear from you.

Apply today and start your journey with Percepta!