Customer Service Advisor
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Job Description
Remote Customer Service Advisor supporting appliance warranty registrations, returns, and replacement orders. Serving a home-appliance solutions business supplying retailers, consumers, and B2B customers.
Responsibilities:
- Register customer appliance warranties accurately and efficiently across relevant systems
- Verify customer and product information and maintain complete, accurate records
- Resolve basic warranty registration queries and escalate complex issues
- Process customer returns according to company policies and procedures
- Create replacement and resend orders where appropriate
- Liaise with customers, retailers, couriers, and internal departments on return and replacement queries
- Update and close cases within agreed service levels
- Reconcile returned products against system records and supporting documentation
- Investigate discrepancies between returned items and recorded transactions
- Escalate unexplained variances or recurring issues to management
- Handle customer enquiries via email, live chat, and other communication channels
- Provide timely updates regarding warranty registrations, returns, and replacement orders
- Meet quality, productivity, and service standards
- Support the wider customer service team with administrative tasks
Requirements:
- Completed high school education or a vocational course
- 1–3 years of experience in customer service or an administrative role
- Experience with Freshdesk, Zendesk, or similar customer support ticketing software highly desirable
- Experience in logistics, order processing, supplier coordination, or supply chain operations advantageous
- Good written and verbal communication skills
- Strong attention to detail and accuracy
- Ability to manage multiple tasks and prioritize workload effectively
- Competence using Microsoft Office, particularly Outlook and Excel
- Ability to work independently and follow established processes
- Experience processing returns, replacements, or warranty registrations desirable
- Experience using CRM systems desirable
- Experience in a contact center or customer support environment desirable
- Customer-focused, professional, and positive attitude
- Reliable, organized, and able to meet deadlines
- Strong problem-solving skills
- Team player willing to support colleagues
- Adaptable and able to work in a fast-paced environment
- Availability Monday–Friday, 8AM–4PM UK Time, including a 1-hour break
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