Are you an experienced automotive technician looking to move from the workshop into a technical warranty role?Percepta is looking for an Automotive Warranty Specialist to join our team in Campbellfield, VIC. You'll use your hands-on mechanical experience and dealership knowledge to assess automotive warranty and customer assistance requests for vehicles across Australia and New Zealand.This is a great opportunity for an experienced Automotive Technician, Motor Mechanic, Warranty Administrator, Service Advisor, or Dealership Technician who wants to apply their technical knowledge in a different environment.You'll review repair requests, technical information, warranty policies, and dealership claims to determine whether the proposed repair, labour time, and claim category are appropriate. You'll also work directly with dealerships and Service Engineering teams to resolve technical and warranty-related requests. What you'll doAssess requests for financial assistance for vehicles no longer covered by the New Vehicle Warranty. Review the proposed repair, claim category, and standard repair time, and determine the appropriate level of assistance toward the repair cost.Review dealership claims to ensure the correct claim category, repair method, and standard repair times are being applied.Review technical information, including workshop manuals, Technical Service Bulletins (TSBs), Professional Technical System (PTS), and Technical Assistance Center (TAC) responses. • Assess the vehicle's repair history and customer experience when determining the appropriate level of financial assistance.Communicate with dealerships and Service Engineering to resolve warranty and technical queries.Respond to CSP prior-approval requests within required service levels.Use the OWS prior-approval system to assess and process requests.Identify emerging mechanical and technical trends and provide insights to Service Engineering teams.Provide technical guidance, coaching and feedback to the Customer Response Centre.Provide technical support to the Customer Response Centre when required.Contribute to reporting and improvement projects. What you'll bringWe're looking for someone who understands automotive repair from practical experience and can apply that knowledge in a structured, customer-focused environment.You'll ideally have:Certificate III in Automotive Technology/Light Vehicle or Heavy Vehicle5+ years' automotive mechanical experience, including apprenticeship experience.Dealership experience, ideally 12 months or more.Experience with automotive warranty administration, claims or service advising is highly desirable.Strong understanding of automotive diagnostics, repair methods and workshop processes.Ability to interpret workshop manuals, warranty policy manuals and technical bulletins.Experience with late-model vehicles would be advantageous.Strong communication and interpersonal skills, including the ability to negotiate and explain technical decisions.Excellent attention to detail and sound judgement.Strong Microsoft Office and web-application skills.Ability to manage multiple requests, prioritise workload and meet deadlines.Confidence working independently while contributing to a collaborative team. Why this role?This is an opportunity to take your automotive experience beyond the workshop and into a role where your technical knowledge directly influences warranty decisions, dealership support and customer outcomes. You'll work with dealerships and automotive technical teams across Australia and New Zealand while developing experience in warranty, technical support, customer assistance and automotive operations. About PerceptaEstablished in 2000 as a joint venture between TTEC and Ford Motor Company, Percepta has specialized in creating customer loyalty for its clients across the globe. Delivering across multiple channels and speaking multiple languages, we bring first-class service across each market we support. Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we:Lead with humility - We listen first, lead with empathy, and stay grounded-so people and ideas have room to grow.Service beyond self - We serve others-clients, customers, and teammates-with care and integrity in every interaction.Leave it better - We take ownership and leave every process, person, and place better than we found it.Win together - We succeed as one-celebrating, supporting, and showing up for each other.Deliver remarkable - We go beyond expectations to create bold, meaningful moments that stand out. If you're an experienced automotive professional looking to use your technical knowledge in a new way, we'd like to hear from you!
Do you have excellent customer service skills? Do you want to join a luxury brand? Join our team as a Customer Service Representative and immerse yourself in a role where every interaction is an opportunity to exceed expectations and turn challenges into triumphs! What We Offer: 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. We are seeking Customer Service Representatives (CSRs) to support luxury brand vehicle owners with end-to-end service requirements, this could be booking a service or assisting with a breakdown. Your focus is to actively listen to customer needs/ concerns and document this in our case management system. With full training provided, you will be supported to ensure you deliver exceptional customer service and if required, escalate cases for assistance. Our priority is to have our customer back on the road swiftly. Note- this is not a high-volume inbound call center, the focus is on the customer needs, building brand loyalty. Your Role: Proficiently manage incoming and outgoing phone calls using typical contact center technology. Communicate verbally and in writing with internal and external customers. Prioritize concern resolution and customer satisfaction. Prioritize urgent matters while maintaining overall productivity. Accurately input and retrieve relevant information in our Customer Relationship Management (CRM) system. What You Bring: Completed a High School Certificate At least 1 year of work experience in a customer service role. Communicates both verbally and in written correspondence at an above average standard. Strong verbal and written communication skills; Detailed listening skills; Strong customer service, interpersonal, and relationship-building skills; Time management and ability to prioritize projects and customer needs; Typing Skills (minimum 30wpm); Knowledgeable in MS Office, Email, SMS and Chat What You'll Get: Monday to Friday role- No weekend work Free onsite parking Walking distance to Mascot train station Tuition Reimbursement Employee Assistance Program Join us and embark on a fulfilling journey where every challenge is an opportunity to shine. Apply now and become part of our vibrant team! Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support. Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we: Lead with humility - We listen first, lead with empathy, and stay grounded-so people and ideas have room to grow. Service beyond self - We serve others-clients, customers, and teammates-with care and integrity in every interaction. Leave it better - We take ownership and leave every process, person, and place better than we found it. Win together - We succeed as one-celebrating, supporting, and showing up for each other. Deliver remarkable - We go beyond expectations to create bold, meaningful moments that stand out. Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.
Do you have excellent customer service skills? Do you want to join a luxury automotive brand? Join our team as a Case Manager and immerse yourself in a role where every interaction is an opportunity to exceed expectations and turn challenges into triumphs! What We Offer: 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. Your Role: As a Case Manager you will provides full Omni-Channel concern resolution support to customers of a luxury automotive brand. From initial inquiry or concern through to close; the representative will liaise and coordinate with the dealer/retailer, field staff, management and other relevant departments to satisfactory resolve customer concerns. -. The overall objective is to achieve customer satisfaction whilst reflecting and protecting the best interest of our client to ensure that all customer contact is meaningful and ultimately promotes brand advocacy and loyalty. Responsibilities Handle inbound and outbound contacts through multiple channels (voice, email and social media) from customers regarding their vehicles or experience with the luxury automotive brand. Prior end to end case management by researching, following up, involving various departments, all while ensure the customer is kept updated along the way and addressing any customer needs or concerns until resolution in a professional and efficient manner, in accordance with department standards. Takes full ownership of own case file and acts as backup to designated buddy for continuity of service and action. Provide regular feedback and observations to line manager in pursuit on ongoing improvements to process or early warning for trends or increases in volume on specific subjects. What You Bring: Proven experience in case management and customer support - handling objections. Experience dealing with high-end customer 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. Passion for the automotive industry. Problem-solving mindset and ability to research and present best resolution to meet company and client expectations Excellent organizational skills and attention to detail. Availability: Full working rights and the ability to perform inherent role requirements What You'll Get: Competitive Salary Monday to Friday role- No weekend work Hybrid/Flexible Working Arrangements Walking distance to Mascot train station Free on-site gym Free on-site parking Tuition Reimbursement Join us and embark on a fulfilling journey where every challenge is an opportunity to shine. Apply now and become part of our vibrant team
Join our team as a Customer Experience Specialist (CXS) and immerse yourself in a role where every interaction is an opportunity to exceed expectations and turn challenges into triumphs! What We Offer: 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. Career Growth: Fuel your ambition with learning opportunities and pathways for advancement, supported by a company that invests in your development. Competitive Remuneration: Enjoy more than just a paycheck with our benefits package, including incentives and programs promoting wellness. Your Role: Customer Engagement: Guide automotive customers throughout their journey, from initial inquiry to resolution, providing personalised support and addressing concerns with empathy and expertise. Relationship Building: Cultivate trust and enthusiasm by acting as a trusted advisor, addressing customer complaints and objections with tact and professionalism, and turning challenges into opportunities for growth. Product Expertise: Become a go-to resource for product knowledge and service support, assisting customers with inquiries and resolving issues promptly and effectively. What You Bring: Education & Experience: High school certificate required, with 2+ years of experience in customer relations or related fields and demonstrated complaint handling experience. Knowledge of the automotive industry and luxury sectors is a plus. Communication Skills: Strong verbal and written communication abilities, coupled with active listening skills and a knack for objection handling and conflict resolution. Time Management: Ability to prioritise tasks and manage multiple projects effectively in a fast-paced environment, while maintaining attention to detail and adhering to call center schedule requirements. Technological Aptitude: Proficiency in MS Office and other communication tools, coupled with the ability to navigate multiple computer screens with ease. Professionalism: Maintain a professional demeanor, language, and appearance, representing our company with integrity and excellence at all times. Availability: Full working rights and the ability to perform inherent role requirements across a monthly rotational roster; 38 hours per week, between 8am and 6pm. What You'll Get: Competitive Salary + Incentives Hybrid/Flexible Working Arrangements Tuition Reimbursement Employee Assistance Program Global Award-Winning Employee Rewards Program Join us and embark on a fulfilling journey where every challenge is an opportunity to shine. Apply now and become part of our vibrant team! Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support. Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we: Lead with humility - We listen first, lead with empathy, and stay grounded-so people and ideas have room to grow. S ervice beyond self - We serve others-clients, customers, and teammates-with care and integrity in every interaction. Leave it better - We take ownership and leave every process, person, and place better than we found it. Win together - We succeed as one-celebrating, supporting, and showing up for each other. Deliver remarkable - We go beyond expectations to create bold, meaningful moments that stand out. Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.
Do you have excellent customer service skills? Do you want to join a luxury automotive brand? Join our team as a Case Manager and immerse yourself in a role where every interaction is an opportunity to exceed expectations and turn challenges into triumphs! What We Offer: 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. Your Role: As a Case Manager you will provides full Omni-Channel concern resolution support to customers of a luxury automotive brand. From initial inquiry or concern through to close; the representative will liaise and coordinate with the dealer/retailer, field staff, management and other relevant departments to satisfactory resolve customer concerns. -. The overall objective is to achieve customer satisfaction whilst reflecting and protecting the best interest of our client to ensure that all customer contact is meaningful and ultimately promotes brand advocacy and loyalty. Responsibilities Handle inbound and outbound contacts through multiple channels (voice, email and social media) from customers regarding their vehicles or experience with the luxury automotive brand. Prior end to end case management by researching, following up, involving various departments, all while ensure the customer is kept updated along the way and addressing any customer needs or concerns until resolution in a professional and efficient manner, in accordance with department standards. Takes full ownership of own case file and acts as backup to designated buddy for continuity of service and action. Provide regular feedback and observations to line manager in pursuit on ongoing improvements to process or early warning for trends or increases in volume on specific subjects. What You Bring: Proven experience in case management and customer support - handling objections. Experience dealing with high-end customer 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. Passion for the automotive industry. Problem-solving mindset and ability to research and present best resolution to meet company and client expectations Excellent organizational skills and attention to detail. Availability: Full working rights and the ability to perform inherent role requirements What You'll Get: Competitive Salary Monday to Friday role- No weekend work Hybrid/Flexible Working Arrangements Walking distance to Mascot train station Free on-site gym Free on-site parking Tuition Reimbursement Join us and embark on a fulfilling journey where every challenge is an opportunity to shine. Apply now and become part of our vibrant team
Are you an experienced automotive technician looking to move from the workshop into a technical warranty role?Percepta is looking for an Automotive Warranty Specialist to join our team in Campbellfield, VIC. You'll use your hands-on mechanical experience and dealership knowledge to assess automotive warranty and customer assistance requests for vehicles across Australia and New Zealand.This is a great opportunity for an experienced Automotive Technician, Motor Mechanic, Warranty Administrator, Service Advisor, or Dealership Technician who wants to apply their technical knowledge in a different environment.You'll review repair requests, technical information, warranty policies, and dealership claims to determine whether the proposed repair, labour time, and claim category are appropriate. You'll also work directly with dealerships and Service Engineering teams to resolve technical and warranty-related requests. What you'll doAssess requests for financial assistance for vehicles no longer covered by the New Vehicle Warranty. Review the proposed repair, claim category, and standard repair time, and determine the appropriate level of assistance toward the repair cost.Review dealership claims to ensure the correct claim category, repair method, and standard repair times are being applied.Review technical information, including workshop manuals, Technical Service Bulletins (TSBs), Professional Technical System (PTS), and Technical Assistance Center (TAC) responses. • Assess the vehicle's repair history and customer experience when determining the appropriate level of financial assistance.Communicate with dealerships and Service Engineering to resolve warranty and technical queries.Respond to CSP prior-approval requests within required service levels.Use the OWS prior-approval system to assess and process requests.Identify emerging mechanical and technical trends and provide insights to Service Engineering teams.Provide technical guidance, coaching and feedback to the Customer Response Centre.Provide technical support to the Customer Response Centre when required.Contribute to reporting and improvement projects. What you'll bringWe're looking for someone who understands automotive repair from practical experience and can apply that knowledge in a structured, customer-focused environment.You'll ideally have:Certificate III in Automotive Technology/Light Vehicle or Heavy Vehicle5+ years' automotive mechanical experience, including apprenticeship experience.Dealership experience, ideally 12 months or more.Experience with automotive warranty administration, claims or service advising is highly desirable.Strong understanding of automotive diagnostics, repair methods and workshop processes.Ability to interpret workshop manuals, warranty policy manuals and technical bulletins.Experience with late-model vehicles would be advantageous.Strong communication and interpersonal skills, including the ability to negotiate and explain technical decisions.Excellent attention to detail and sound judgement.Strong Microsoft Office and web-application skills.Ability to manage multiple requests, prioritise workload and meet deadlines.Confidence working independently while contributing to a collaborative team. Why this role?This is an opportunity to take your automotive experience beyond the workshop and into a role where your technical knowledge directly influences warranty decisions, dealership support and customer outcomes. You'll work with dealerships and automotive technical teams across Australia and New Zealand while developing experience in warranty, technical support, customer assistance and automotive operations. About PerceptaEstablished in 2000 as a joint venture between TTEC and Ford Motor Company, Percepta has specialized in creating customer loyalty for its clients across the globe. Delivering across multiple channels and speaking multiple languages, we bring first-class service across each market we support. Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we:Lead with humility - We listen first, lead with empathy, and stay grounded-so people and ideas have room to grow.Service beyond self - We serve others-clients, customers, and teammates-with care and integrity in every interaction.Leave it better - We take ownership and leave every process, person, and place better than we found it.Win together - We succeed as one-celebrating, supporting, and showing up for each other.Deliver remarkable - We go beyond expectations to create bold, meaningful moments that stand out. If you're an experienced automotive professional looking to use your technical knowledge in a new way, we'd like to hear from you!
