Claims Administrator

Job Description

We are on the hunt for a customer experience focused, motivated, problem solver to join our fast-growing team. Reporting into the Claims Administrator - Team Leader, you will act as a second line of support for our external Call Centre, as a Claim Administrator.  The Claims Administration Team is responsible for all non-voice related customer resolutions, including client and customer escalations, case management, product replacement resolutions, and working with Manufacturers to seek alternative repair and replacement remedies.

This is a brand new role, with great growth potential. You’ll get the opportunity to work directly with our clients, as well as our large repair network.  

Flexibility: 

The ideal candidate would be based in Melbourne, Australia  and be in the office 2-3 days per week (Tuesdays and Thursdays as a minimum). 

What Makes This Role Unique?

• Your work will directly impact the customer experience - providing great resolutions to customers whilst working strategically with Manufacturers, Retailers and internal teams.

• You’ll be encouraged to gain a deep understanding of our business and bring your own ideas to the table and improve on our Customer Experience.

• With lots of variety in a fast-paced, entrepreneurial environment you won’t get bored!

We're Looking For Someone Who:

• Is passionate about the delivery of high quality customer service experiences - both in written and verbal scenarios.

• Brings an analytical and empathetic approach to resolving a vast range of customer service issues with conflict resolution, decision making, and problem solving skills.

• Is ambitious: you’ll go above and beyond to get results (and you’re able to motivate others to do the same!)

• Demonstrates intermediate proficiency in MS Excel and data analysis to support the team in building reports, driving informed decisions, and identifying opportunities for process improvement.

Key Responsibilities:

• Support our Customer Experience Team / Call Centre partner with Escalations and Approvals following our Business Rules and Authority Limits. Undertaking timely and accurate responses to escalated customer complaints and disputes.

• Provide regular updates on Case Management to stakeholders on open Service Requests within agreed Service Levels – working closely with Manufacturers and Authorised Repairers to obtain updates on repair status, estimated time frames, and parts availability, and making outbound calls as needed to ensure timely communication and progress.

• Work closely with Manufacturers to obtain replacement resolutions for faults that are deemed a Major Failure under the Australian Consumer Law.

• Maintain an email in-box for all client and customer escalations, and respond within agreed Service Levels.

• Processing of reimbursement payments for Consequential Loss and other Good Will compensation resolutions.

Qualifications

• 1-3 years of relevant experience in customer service support, including handling difficult scenarios.

• An enthusiastic attitude towards technology, retail, and e-commerce sectors.