Role Name: After Sales Warranty Specialist

Schedule: Monday to Friday, 9am to 5:30pm VIC with a 30-minute unpaid break

Client Overview: A growing interior design retail company that specializes in quality home furnishing products with comprehensive customer support. They use modern systems like NetSuite ERP and are expanding their remote team to enhance their customer experience operations. The business values reliability and excellent customer service, creating opportunities for process improvement and professional growth.

Job Description: You’ll be the dedicated point of contact ensuring customer satisfaction through seamless warranty and support processes. This role puts you at the center of customer relationships, where you’ll own end-to-end case resolution and have the opportunity to drive meaningful improvements to support operations. You’ll work with modern ERP systems and collaborate with an established in-house team while building your expertise in customer service excellence.

Responsibilities:

• Manage customer support cases in NetSuite ERP from initiation to complete resolution
• Coordinate replacement parts, returns, and exchanges for warranty claims with precision
• Provide courtesy phone calls and handle inbound customer inquiries professionally
• Update and maintain accurate case records ensuring data integrity
• Liaise directly with customers to resolve support issues effectively and build relationships
• Drive improvements to current support processes and identify optimization opportunities
• Collaborate with existing in-house support team members for seamless operations
• Handle end-to-end customer support across multiple communication channels

Requirements:

• Proven experience in customer service and case management
• Strong phone communication skills for direct customer interactions
• Experience with ERP systems (NetSuite experience highly preferred)
• Ability to work independently in a remote environment with reliable internet
• Professional home office setup with dedicated workspace
• Bonus if you have experience with Shopify or e-commerce platforms
• It helps if you’re familiar with customer service software like Gorgeous
• You bring strong organizational skills and meticulous attention to detail

Independent Contractor Perks

• HMO Coverage for eligible locations

• Permanent work from home

• Immediate hiring

• Steady freelance job

• Comprehensive support for Payroll, HR, and IT through BruntWork