Customer Service Consultant-- Warranty Specialist
Join to apply for the Customer Service Consultant-- Warranty Specialist role at King Living
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Customer Service Consultant-- Warranty Specialist
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Join to apply for the Customer Service Consultant-- Warranty Specialist role at King Living
Since 1977, King Living has pioneered quality Australian design, continually pushing the boundaries of what furniture can achieve. Designed to adapt to our changing lives and last for generations, our furniture marries the power of innovation with traditional handcrafted methods.
King Living has expanded from a homegrown business into a global brand. A family owned and run Australian company headquartered from our Support Centre in Sydney, our Showrooms and manufacturing centres span Australia, New Zealand, United Kingdom, Canada, USA, Singapore, Malaysia, China, and Thailand.
At King Living, we are dedicated to creating simplicity and balance in both our living spaces and our work environment. We take pride in our past accomplishments and are thrilled by the possibilities of the future.
The Opportunity
We are seeking a solutions-focused, customer-centric individual to join our Customer Service team as a Customer Support Consultant - Warranty Specialist. This role is pivotal in driving creative and timely resolution of warranty and service-related concerns through exceptional problem solving and communication.
With a shift to Salesforce Customer 360 and the use of AI-enabled tools in daily work, the role requires a strong grasp of digital case management platforms, a commitment to innovation, and a proactive mindset.
The Consultant is the customer's advocate—navigating through product issues, repairs, and service challenges with empathy, speed, and ownership
Core 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 Salesforce Customer 360 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
* Recommend process enhancements to improve service delivery or reduce case resolution time
About You
* Proven background in customer service, preferably in furniture, retail, or service-based industries
* Strong conflict resolution and communication skills
* Familiarity with Salesforce Customer 360 or similar CRM platforms
* Understanding of warranties, consumer guarantees, and product fault assessment
* Experience with digital tools, AI-enabled systems, or knowledge bases
* Problem-solving mindset with a focus on customer satisfaction
Our Values
Passion, Integrity, Collaboration Innovation - these are the values that unite us, inspire us and set us apart. They're not just words; they're the heartbeat of King Living, pushing us to be our best.
King Living Benefits And Our Offer To You
* Exciting sales campaigns designed to support your success
* Competitive employee benefits
* Generous employee, family, and friends' discounts
* Opportunities for career development and growth
* A supportive, team-focused environment
* Australian-owned company with a growing global presence
* EAP to support your health and wellbeing
Our hiring decisions are not only based on your experience and skills, but your passion, attitude and alignment to our core values.
King Living is an equal opportunity employer, all applicants will be considered regardless of your race, sexuality, religion, colour, gender identity or parental status.
Seniority level
* Seniority level
Entry level
Employment type
* Employment type
Full-time
Job function
* Job function
Customer Service
* Industries
Furniture and Home Furnishings Manufacturing
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