Case Manager | Luxury Automotive Brand

Build Relationships. Solve Problems. Make Every Customer Journey Exceptional.

Are you passionate about helping people, solving complex problems, and delivering outstanding customer experiences?

At Percepta, we're looking for a Customer Case Manager to become a trusted advocate for customers throughout their ownership journey. This is more than a contact centre role. You'll take ownership of customer cases from start to finish, build meaningful relationships, and work collaboratively with dealerships and specialist teams to create positive outcomes that truly make a difference.

If you're a confident communicator, a natural problem solver, and someone who thrives on helping customers feel valued and supported, we'd love to hear from you.

Why You'll Love Working at Percepta

For more than 25 years, Percepta has partnered with some of the world's most respected automotive brands, delivering exceptional customer experiences across 60+ global markets.

Joining our Mascot team means becoming part of a stable, global organisation that genuinely invests in its people, while enjoying the support and camaraderie of a close-knit local team.

What's In It For You?

• Competitive salary package

• Hybrid and flexible working arrangements

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

• Modern office conveniently located within walking distance of Mascot Station

• Free on-site gym

• Free parking

• Tuition reimbursement to support your career development

• Milestone anniversary leave

• Access to hundreds of professional and personal development courses through our global learning platform

What You'll Be Doing

No two days are the same in this dynamic role. You will:

• Manage a portfolio of customer cases from initial enquiry through to resolution.

• Build trusted relationships with customers and act as their primary point of contact.

• Support customers with vehicle ownership questions, product information, and service-related enquiries.

• Work closely with dealerships and internal teams to coordinate solutions and drive positive outcomes.

• Communicate with customers across multiple channels including phone, email, and digital platforms.

• Provide regular updates and manage customer expectations throughout their journey.

• Investigate issues, identify solutions, and advocate for customers when complex situations arise.

• Contribute to strong customer satisfaction and Customer Service Index (CSI) performance.

What Makes You a Great Fit?

We're more interested in your customer mindset and problem-solving ability than your automotive knowledge. You'll thrive in this role if you have:

• Experience in customer service, case management, complaint resolution, or customer support.

• Confidence managing challenging conversations and handling objections professionally.

• Excellent written and verbal communication skills.

• Strong organisational skills and attention to detail.

• The ability to manage multiple priorities while maintaining a high standard of customer care.

• A proactive approach to problem solving and finding customer-focused solutions.

• Experience supporting premium or luxury-brand customers (highly regarded but not essential).

Most importantly, you're someone who genuinely enjoys helping people and takes pride in delivering exceptional service.

Our Culture

At Percepta, our people are at the heart of everything we do.

A Place Where You Can Thrive

Collaborative Team Environment Work alongside supportive colleagues who celebrate success, share knowledge, and help one another grow.

Continuous Learning & Development We're committed to your professional growth through ongoing training, mentorship, and development opportunities.

Diversity, Inclusion & Belonging We value different perspectives, encourage individuality, and foster a workplace where everyone feels respected, supported, and empowered.

Purpose-Driven Work Every interaction matters. You'll have the opportunity to make a genuine difference in customers' lives and contribute to memorable customer experiences every day.

Ready to Take the Next Step?

If you're looking for a role where you can build valuable customer experience expertise, develop your career with a respected global organisation, and make a meaningful impact every day, we'd love to hear from you.

Apply today and start your journey with Percepta.