Customer Service and Warranty Registration Specialist

Duties and Responsibilities:

Warranty Registration

• Register customer appliance warranties accurately and efficiently across relevant systems.
• Verify customer and product information to ensure records are complete and correct.
• Resolve basic warranty registration queries and escalate complex issues where required.
• Maintain accurate customer records in line with company procedures and data protection requirements.

Returns and Resends

• Process customer returns in accordance with company policies and procedures.
• Create replacement and resend orders where appropriate.
• Liaise with customers, retailers, couriers, and internal departments to resolve return and replacement queries.
• Ensure all cases are updated accurately and closed within agreed service levels.

Returns Reconciliation

• Reconcile returned products against system records and supporting documentation.
• Investigate discrepancies between returned items and recorded transactions.
• Maintain accurate records of completed returns and reconciliations.
• Escalate unexplained variances or recurring issues to management.

Customer Service Support

• Handle customer enquiries by email, live chat and other communication channels in a professional manner.
• Provide timely and accurate updates to customers regarding warranty registrations, returns, and replacement orders.
• Meet quality, productivity, and service standards set by the business.
• Support the wider customer service team with administrative tasks as required.

Requirements

Qualifications:

• Open to candidates who have completed a high school education or a vocational course.
• Must have 1-3 years of experience in customer service or administrative role.
• Experience using Freshdesk, Zendesk, or similar customer support ticketing software is highly desirable.
• Prior experience in logistics, order processing, supplier coordination, or supply chain operations is an advantage.
• Open to candidates from any industry; relevant experience in retail, logistics, telecommunications, or manufacturing is a plus.
• Good communication skills, both written and verbal.
• Strong attention to detail and accuracy.
• Ability to manage multiple tasks and prioritize workload effectively.
• Competent in using Microsoft Office applications, particularly Outlook and Excel.
• Ability to work independently and follow established processes.

Desirable

• Experience processing returns, replacements, or warranty registrations.
• Experience using customer relationship management (CRM) systems.
• Experience working within a contact center or customer support environment.

Personal Attributes

• Customer-focused with a professional and positive attitude.
• Reliable, organized, and able to meet deadlines.
• Strong problem-solving skills.
• Team player with a willingness to support colleagues.
• Adaptable and able to work in a fast-paced environment.