Customer Care Representative - Warranties department

This is a remote position.

Job Highlights

• Full-time, permanent work-from-home position
  

• Monday to Friday, 9:00 AM – 6:00 PM (Sydney time)
  

Role Purpose

We are seeking a solutions-focused, customer-obsessed individual to join our team as a Customer Service Consultant – Warranties Agent. This role plays a key part in delivering fast, thoughtful, and effective solutions to warranty and service-related concerns through exceptional communication and problem-solving.

With our recent transition to Zendesk and the integration of AI-enabled tools into our workflows, this role requires strong technical acumen, adaptability, and a forward-thinking mindset. The Warranties Agent serves as the customer’s advocate—navigating product concerns, repairs, and service challenges with ownership, empathy, and efficiency.

Key Responsibilities

Customer Interaction & Case Handling

• Use active listening and questioning to uncover the root cause of customer concerns.
  

• Demonstrate understanding and empathy by confirming customer needs through clear communication.
  

• Manage enquiries related to warranties, service appointments, and delivery issues from end to end.
  

• Ensure prompt, accurate, and professional responses across all channels (calls, emails, chat).
  

• Aim for first-contact resolution where possible, while managing expectations effectively.
  

• Escalate high-risk or complex issues to the appropriate team (Escalations Agent, Team Leader).
  

• Support customers with order tracking, product care information, and post-delivery follow-ups.
  

Platform & Process Management

• Lead all case management through Zendesk, ensuring a single customer view is maintained.
  

• Troubleshoot issues creatively, balancing policy adherence with customer satisfaction.
  

• Leverage AI tools (e.g., Blitzz, automations) to streamline communications and improve response times.
  

• Document detailed case notes, raise internal jobs, and coordinate with internal teams.
  

• Collaborate cross-functionally with Service Technicians, Logistics, and Product teams.
  

• Continuously identify process gaps and propose improvements to enhance customer experience.
  

Training & Knowledge Sharing

• Maintain up-to-date product knowledge to advise customers accurately.
  

• Contribute to internal documentation and knowledge base improvements.
  

• Identify trends and training opportunities based on recurring service issues.
  

Compliance & Safety

• Ensure all customer interactions and decisions comply with relevant consumer laws.
  

• Safeguard customer information and adhere to data protection standards.
  

• Follow business safety protocols and reporting procedures via Donesafe.
  

Ad Hoc Support

• Assist other departments and perform additional duties as needed to support the broader Customer Service team.
  

Requirements

Education & E