Main Function: Daily warranty claim handling and customers support

Primary Work Task:

• Ensure that we maximize customer service and speed in our warranty and returns process.
• Process warranty claims on a timely basis and assist customers through the entire claims process.
• Answer phone and email inquiries and provide information and explanation.
• Prepare and process all warranty paperwork to ensure proper documentation, verify criteria required.
• Update our system with the appropriate credit.
• Arrange for parts to be shipped to the factory or distributor or to be scrapped.
• Ensure the appropriate standards of the customer service and building good relationship of trust through open and interactive communication.
• Manage customers’ orders, requests, mails and questions in an efficient manner in accordance with Dinex procedures and guidelines to drive the best performance and ensure excellent customer service and customer experience.
• Adjusting activity to new standards and solutions given by Dinex (TecCom, Web-shop, etc.).
• Being proactive in sales and company campaigns.
• Stay up to-date with new product and feature launches.
• Follow company procedures, guidelines, and policies.
• Perform other duties as assigned.
• Minimum Qualifications: Enjoys problem solving and customer service.
• Proven work experience as a Warranty Administrator or Sales support associate
• In-depth understanding of sales principles and customer service practices
• Good knowledge of MS Office package
• Communication skills
• Analytical and multitasking skills
• Detail orientation and ability to work with data in a structured way
• Teamwork and motivational skills

Success Criteria

Delivers customer solution within an hour of being first notified.

Efficiently run warranty administration and sales support in LE ensuring excellent customer service and customer experience