Accidental Warranty Customer Service Representative

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) su...