Job Description
This role sits within a procurement company Australian Insurance Replacements; this team of customer service experts directly partner with major insurance providers to source like-for-like replacement vehicles for customers when their cars are written off.
The Customer Service Officer is responsible for managing the end-to-end vehicle replacement process, from initial enquiry through to vehicle delivery, ensuring a smooth and professional experience for all parties involved.
Key responsibilities include:
- Respond to incoming customer and insurer enquiries via phone and email, providing clear, timely assistance throughout the claims process.
- Manage insurance replacement claims on behalf of insurance providers, ensuring accuracy and efficiency.
- Monitor and manage a shared email inbox, responding to inbound queries from customers, insurers, and dealerships.
- Liaise with dealerships nationwide to source suitable vehicles and negotiate competitive pricing.
- Assess and recommend appropriate like-for-like replacement vehicles, working closely with customers and insurers to meet policy requirements.
- Maintain accurate and up-to-date records of claim progress in internal systems.
- Serve as a key point of contact between insurance providers, customers, and dealerships.
- Act as a customer advocate, ensuring the claims process is smooth and stress-free.