Warranty Service Specialist Role Overview
This role is pivotal in driving creative and timely resolution of warranty and service-related concerns through exceptional problem-solving and communication.
Key Responsibilities:
* Own customer enquiries related to warranty, repairs, service appointments, and delivery issues from start to finish
* Troubleshoot and resolve warranty concerns with a creative, outside-the-box mindset, balancing policy adherence with customer experience
* Use digital case management platforms to manage and document cases, ensuring a single view of the customer is maintained
* Make informed decisions by reviewing service history, notes, and asset details in the CRM
* Work collaboratively with Service Technicians, Logistics, and Product teams to deliver timely solutions
* Apply AI tools and automations to improve accuracy, turnaround times, and customer messaging
* Support the Customer Service function with order tracking, product information, and post-delivery follow-ups
* Identify high-risk service issues or complex complaints and escalate appropriately to Team Leaders or Technical teams
* Assist with booking service technicians, raising internal jobs, and capturing detailed case notes
* Maintain product knowledge to accurately educate customers on product care, materials, and coverage
* Ensure all warranty and service resolutions align with company policy and quality standards
Requirements:
* Proven background in customer service, preferably in furniture, retail, or service-based industries
* Strong conflict resolution and communication skills
* Familiarity with digital case management platforms or similar CRM systems
* Understanding of warranties, consumer guarantees, and product fault assessment
* Experience with digital tools, AI-enabled systems, or knowledge bases
Why Work With Us?
We're a team-driven organization that values innovation, collaboration, and employee growth. Our mission is to provide exceptional customer experiences and drive business success.
As a valued member of our team, you'll enjoy a range of benefits, including competitive salaries, generous discounts, and opportunities for career development.