Accidental Warranty Customer Service Representative
Satellite Office
Customer Support & Enquiry Handling
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)
Customer Verification & Eligibility
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
Claim Assessment & Decision Making
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
Contractor Liaison & Quality Control
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
Financial & Administrative Coordination
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
Communication & Follow-Up
Respond to contractor and customer emails promptly
Follow up on:
Quote approvals
Booking confirmations
Service completion
Maintain clear communication between all members
Reporting Structure
Directly report to the ADW National Manager
Provide updates on claim status, issues, and escalations
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