Appliance Customer Service Representative

QUALIFICATIONS

• At least 3-5  years of customer service experience, preferably in the appliance, electronics, or consumer durable industry.
• Experience handling warranty claims and after-sales service is highly preferred.
• Knowledge of household appliances, product troubleshooting, and warranty processes is an advantage.
• Proficient in Microsoft Office applications (Excel, Word, Outlook).
• Experience using CRM or customer service management systems is preferred.
• Willing to work in Meycauayan, Bulacan
• Demonstrate strong written and oral communication skills.

DUTIES AND RESPONSIBILITIES

A. Customer Support

• Respond to customer inquiries via phone, email and walk-in customers.
• Provide accurate product information, troubleshooting guidance, and after-sales support.
• Address customer complaints professionally and ensure prompt resolution.

B. Warranty Management

• Receive and evaluate warranty claims based on company policies and warranty terms.
• Verify proof of purchase, warranty period, and product eligibility.
• Register and document warranty claims in the company's monitoring system.
• Coordinate with customers regarding required documents and claim status.

C. Service Coordination

• Coordinate with authorized service centers and technicians for inspection, repair, or replacement.
• Schedule service appointments and monitor repair progress.
• Follow up with service providers to ensure repairs are completed within agreed timelines.
• Escalate unresolved or delayed cases to the appropriate department.

D. Product Returns and Replacements

• Process approved product replacements in accordance with company policies.
• Coordinate with warehouse, logistics, and inventory teams for replacement unit availability.
• Monitor product returns and ensure proper documentation.
• Verify defective units received from customers before processing replacement requests.

E. Customer Communication

• Provide regular updates to customers regarding warranty claim progress.
• Explain warranty coverage, repair procedures, exclusions, and expected turnaround times.
• Ensure customer concerns are resolved efficiently while maintaining positive relationships.

F. Documentation and Reporting

• Maintain complete and accurate records of customer concerns, warranty claims, repairs, and resolutions.
• Prepare daily, weekly, and monthly reports on warranty claims, customer concerns, service turnaround time, and complaint resolution.
• Monitor pending cases and ensure timely follow-up until closure.

G. Coordination with Internal Departments

• Coordinate with Sales, Warehouse, Logistics, Purchasing, and Technical Service teams regarding customer concerns.
• Assist in identifying recurring product issues and recommend improvements.
• Report frequent warranty trends to management for product quality evaluation.

H. Compliance and Continuous Improvement

• Ensure all warranty processes comply with company policies and manufacturer guidelines.

• Maintain confidentiality of customer information.

• Participate in customer service and product knowledge training.

• Recommend process improvements to enhance customer satisfaction and operational efficiency.

• Bachelor's degree in Business Administration, Marketing, Management, or any related field.