Accidental Warranty Customer Service Representative | Work Onsite-BGC

ACCIDENTAL WARRANTY CUSTOMER SERVICE REPRESENTATIVE

Work for our global clients and immerse in our rich and diverse company culture where you can thrive, grow and just be aweSOme! Apply now and discover the Satellite Office Candidate Experience – recognized as one of BEST among BPO companies worldwide.

• Handle incoming calls and customer enquiries regarding accidental damage coverage
• Guide customers through the process of lodging a service ticket
• Provide clear explanations of warranty coverage, including inclusions (e.g., stains, rips) and exclusions as per Terms & Conditions
• Liaise with customers across digital channels (Email, Freshdesk)

WHAT WILL BE YOUR MAIN RESPONSIBILITIES?

• Verify customer details based on set verification levels
• Confirm eligibility under Nick Scali / Plush Shield protection plan
• Review purchase records including:
• Sales order details
• Order booking date
• Delivery date
• Ensure claims fall within warranty validity period

• Assess the nature and severity of damage
• Review supporting evidence (photos/videos) submitted by customers
• Apply warranty terms and conditions to determine claim validity
• Authorize repairs/replacements where applicable
• Handle and resolve customer disputes professionally
• Contractor Management & Job Allocation
• Coordinate bookings of independent contractors across:
• Interstate locations
• Tasmania
• New Zealand
• Assign jobs based on contractor skill set and expertise
• Ensure timely scheduling and service delivery

• Communicate company policies and procedures to contractors
• Ensure compliance with Nick Scali guidelines
• Obtain unbiased assessment reports from contractors
• Review submitted reports, photos, and supporting documents

• Process contractor tax invoices
• Review and approve quotes and travel costs
• Upload reports and documentation into AccuTerm system
• Work on different status according to workload
• Track job progress and ensure completion

• Respond to contractor and customer emails promptly
• Follow up on:
• Quote approvals
• Booking confirmations
• Service completion
• Maintain clear communication between all members

• Directly report to the ADW National Manager
• Provide updates on claim status, issues, and escalations

WHAT ARE WE LOOKING FOR?

• Customer service experience
• Experience with warranty claims