VOC Case Manager
Frog Recruitment ·www.frogrecruitment.co.nz
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Our client and valued partner, Samsung is seeking a highly organised, customer-focused Customer Experience Case Manager to manage complex customer escalations, complaints, warranty claims, and resolutions. This is an exciting opportunity to play a pivotal role in delivering exceptional customer outcomes, managing sensitive cases, and working collaboratively across Customer Service, Logistics, Repair, and other internal teams to resolve issues quickly and effectively.
What You'll Be Doing
- Manage customer escalations, complaints, warranty claims, and complex cases from end to end.
- Investigate customer issues and determine appropriate resolutions, including refunds, replacements, repairs, and warranty outcomes.
- Work closely with internal teams, technicians, logistics providers, and service partners to drive prompt resolutions.
- Keep customers informed, proactively manage expectations, and provide regular updates on repairs, deliveries, returns, and assessments.
- Manage complaints received through inbound calls, online channels, CEO-level escalations, and Consumer Regulatory channels.
- Ensure all resolutions are handled fairly and in accordance with Australian Consumer Law and company guidelines.
What you’ll bring
- Previous experience in customer service, case management, complaints, or a similar customer-focused environment.
- Exceptional communication and interpersonal skills, with the confidence to manage difficult conversations and influence positive outcomes.
- Strong attention to detail, organisation, and the ability to manage multiple priorities and deadlines.
- A proactive and solutions-focused mindset, with genuine passion for delivering outstanding customer experiences.
- Confidence working across multiple systems and Microsoft applications, with the ability to learn new systems quickly.
- A collaborative team player who thrives in a multicultural, fast-paced, and dynamic environment.
If you're passionate about solving problems, advocating for customers, and turning challenging situations into positive experiences, we'd love to hear from you.
WE ENCOURAGE YOU TO APPLY
It’s easy to overlook a great opportunity if you don’t see yourself as a perfect fit. If this role resonates with you, regardless of your background or circumstances, we encourage you to apply and join our talent community. Building a diverse workplace starts here.
Once you’ve applied, you’ll receive an email confirming your application. Suitable applicants will then progress through a personalised selection and assessment process.
Frequently asked questions
Who is hiring for the VOC Case Manager role?
Frog Recruitment is hiring for the VOC Case Manager position, a Shazamme client. Apply directly on the employer's career site.
Where is the VOC Case Manager job located?
The VOC Case Manager role with Frog Recruitment is based in Sydney Olympic Park, AU.
Is the VOC Case Manager role full-time or contract?
This is a full time position at Frog Recruitment.
What experience level is the VOC Case Manager role?
The VOC Case Manager position is aimed at mid-level candidates.
How do I apply for the VOC Case Manager role at Frog Recruitment?
Apply directly on Frog Recruitment's career page via the Apply button on this listing. ZammeJobs links straight through to the employer's ATS — no third-party form, no resume database.