Aftersales Case Manager - Customer Service

Ranked as one of Irelands best workplaces, by Great Place to Work, Harvey Norman, is a high-profile, leading-edge retail brand with over 300 stores worldwide selling furniture, bedding, electrical, and computer goods. With 16 stores in Ireland, we are growing and have plenty of opportunities for talented people. If you think you have what it takes to thrive in a dynamic retail environment, we want to hear from you. ABOUT THE JOB: The role of Aftersales Case Manager (CM) is a position within the Customer Service Department. As an Aftersales CM you will oversee a portfolio of aftersales cases for customers, aiding and supporting our store team members. You will have the opportunity to work closely with store managers and their teams to provide best in class service to our customers at all times. As a CM you must be well organised with the ability to work independently in a dynamic, fast-paced environment. You must be able to multi-task, prioritise workloads, and you must possess solid decision-making skills. As CM you will be required to contribute ideas to further improve people, systems and processes that will enhance our customers aftersales experience within the Customer Service Departmentat Harvey Norman. To be considered for this role you should be able to demonstrate strong communication and analytical skills. You will have the ability to manage a range of complex cases whilst working collaboratively with key stakeholders. The role requires excellent interpersonal skills and high levels of attention to detail. Knowledge of consumer rights and consumer law is also desirable for this role. YOUR JOB your tasks will include: Act as the point of contact for managers and suppliers. Providing guidance and direction to managers regarding the handling of complex cases. Proactively communicating with key stakeholders and providing support and recommendations for improvement. Identify emerging trends and patterns in relation to compliance issues. Review operations to ensure compliance standards are always met and that only quality data is captured. Coordinate training (relevant to aftersales). Evaluateaftersales issuesto achieve the best outcome for the customer and the business. Demonstrating superior trouble-shooting skills andability to think outside of the box and find creative ways to solve problems. Handling of escalated cases for aftersales. Ability to produce all necessary reports and data when required. Examine processes and procedures, identifying opportunities for improvement in current practices both internally and with external suppliers and make recommendations for change. Work directly with Harvey Norman Head Office team to promote continuous learning and development. Communicating confidently and effectively across all business levels and in all formats with particular focus on collaboration with key stakeholders. Planning and co-ordination of administration tasks and procedures. Maintaining all policy and procedure manuals. Performing administrative tasks and general office duties as needed. YOUR PROFILE your knowledge, skills and experience include: Proven track record of decision-making, time management, and investigation/analytical skills. An ability to work on own initiative and interact as part of a team. An ability to prioritise and plan to effectively achieve goals and to be dependable in consistently delivering reliable results. Excellent communicator. Proficiency in POS, Microsoft Word, Excel, and Outlook. WHY PEOPLE JOIN US: Were dynamic and growing! Fun, high energy work environment. Culture of developing and promoting from within the company. Our entrepreneurial spirit. Additional Information: This is a 3 month fixed term contract. This role is based in our Head Office in Swords, Dublin The successful candidate will be required to attend a company induction day. Skills: Excellent Communication Skills Excellent Organisational Skills Customer Service Problem Solving And Decision Making Time Management