Senior Warranty Administrator
Description
What will you do? As a Senior Technical Warranty Administrator, you will provide technical support for claims processing via telephone and internet for internal and external clients.
Key Responsibilities:
- Processing of warranty claims.
- Provides support for warranty data analysis.
- Technically review and input paper and electronic warranty claims
- Notice and communicate developing trends
- Communicate/ enforce warranty policies, both internally and externally
- Handle communications timely and effectively
- Other duties/projects as assigned
- Keep detailed records
- Review warranty documentation for the purpose of validating dealer warranty claims.
- Support dealer network in the processing of those claims selected for review through the systematic examination of all dealer-submitted warranty claims.
- Determine warranty repair eligibility in accordance with program guidelines through technical analysis of repair, adherence to warranty policies and procedures and proper claiming of parts and labor
- Provide dealers with feedback on warranty claim concerns detected while providing exceptional customer service.
- Escalate unresolved issues to Warranty
What does it take to be a part of our team?
- Detail Oriented – Agents must be able to focus on the details of the conversation or written form in order to identify and isolate the real issue.
- Organizational skills - Agents must be able to handle multiple tasks at once while attending to the customer’s needs.
- Flexibility - Should be able to help various types of customers. They should have the ability to focus on the warranty issues, provide solutions while maintaining a professional demeanor at all times.
- Friendly - Project a warm and friendly image, consistently maintain a positive demeanor.
- Customer service focused - Must have the ability to stay calm in difficult situations. Must be able to gain and maintain control of customer conversations while providing world class customer service.
- Effective Communication Skills - Strong communication skills, listening to the caller, digesting the information, and effectively conveying a solution quickly and efficiently.
- Speed - Must be fast and efficient. Must be able to work quickly without sacrificing the quality of their work.
- Solutions oriented - Must be able to find workable solutions for problems they might face.
Education and Experience
Minimum Requirements: Personal Attributes:
- Matric qualification or higher
- Skills: MS excel; Power point; and word.
- Must have experience of at least 5 years in similar role as a Warranty Administrator
- Be able to work independently
- Team Player
- Confident and proactive approach – anticipates issues and requirements
- Attention to detail
- Strong documentation skills
Computer Skills
- Working knowledge of MS Office/Outlook, Internet Explorer navigation
- Preferred knowledge of Adnet, EPC, QAD, Autocar warranty system, Team Center
What do we offer in benefits?
The company provided a market related salary with benefits (i.e. Medical aid contribution, Retirement Annuity contributions, Group life and Group risk benefits)
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