Customer Service Officer - Warranty

• Join Australia’s leading lighting retailer
• Full-Time role at our Distribution Centre located in Derrimut
• Great company culture and benefits with flexible working arrangements

ABOUT BEACON LIGHTING

Established in Melbourne in 1967, Beacon Lighting is Australia’s leading specialist retailer of lights, ceiling fans and light globes, with over 120 stores nationwide. We’re driven by a passion to improve the homes and lives of our customers by always searching for and creating not only beautiful and exciting designs, but products that are innovative and gentle on the environment.

THE ROLE

We are looking for a highly motivated and dedicated Warranty Officer to join our team. In this role, you will be responsible for managing warranty claims, ensuring that customers’ warranty issues are addressed promptly and efficiently. The ideal candidate will possess strong problem-solving/ decision-making abilities.

You will have the capacity to manage both inbound and outbound calls as well as ticket resolutions and be self-motivation to work independently with minimal guidance. If you thrive in a fast-paced environment and are skilled in providing excellent customer service, we want to hear from you.

 
KEY RESPONSIBILITIES: 

• Handle high-volume inbound and outbound calls and customer inquiries related to warranty claims and support.
• Manage and resolve warranty tickets, ensuring quick response times and high customer satisfaction.
• Process and track warranty claims, ensuring adherence to company policies and timelines.
• Evaluate and assess warranty issues to make sound decisions on claims approvals or rejections.
• Collaborate with other teams to ensure that all warranty-related issues are efficiently resolved.
• Maintain detailed records of warranty claims, including customer communication and decision-making processes.
• Provide guidance to customers on warranty coverage, terms, and conditions.
• Follow up on outstanding warranty claims to ensure timely resolutions.
• Prioritise tasks and manage time efficiently to handle a high volume of cases without compromising on quality.
• Work independently with minimal supervision, staying focused on achieving results and meeting deadlines.
• Identify areas for improvement in the warranty process and provide suggestions for increased efficiency.

ABOUT YOU

• Proven experience in a high-volume customer service or warranty role.
• Strong decision-making abilities, with a demonstrated ability to evaluate situations and resolve issues effectively.
• Exceptional communication skills, both verbal and written.
• Ability to handle many calls and tickets efficiently while maintaining a high level of accuracy and customer satisfaction.
• Detail-oriented, with excellent organisational skills.
• Self-starter who is highly motivated, efficient, and able to work with minimal supervision.
• Strong problem-solving skills and a proactive approach to resolving challenges.
• Experience with CRM systems, ticketing software, or warranty management tools is a plus.
• Ability to work under pressure and manage competing priorities.

BENEFITS
To reward you for your efforts, we offer a competitive rate of pay, generous product discounts and the opportunity to purchase shares through the Beacon Lighting share scheme.

Based in Derrimut, this role also offers the security of on-site parking, as well the flexibility of hybrid working arrangements. This is a fantastic opportunity to work within an ASX listed company that has been constantly evolving and striving for success for over 50 years. 

APPLY NOW

If you have the necessary experience and skills to be successful in this exciting role, we look forward to your application!

Please Note

A criminal history check may be conducted as part of the application process for roles at Beacon Lighting Group.

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