Customer Service Representative

About the role

The Comfort Group is looking for a customer‑focused, highly organised Customer Service Representative to join its After Sales Service team in Otahuhu. You will be the primary point of contact for warranty claims, guiding customers through the entire process and ensuring timely, professional support.

Key responsibilities

• Receive, assess and process warranty claims in line with company policies.
• Contact customers to collect claim details, photographs and supporting documentation.
• Evaluate claims against warranty criteria and determine appropriate outcomes.
• Coordinate product collections, transportation and returns with courier partners and internal teams.
• Provide regular updates to customers, managing expectations throughout the claims journey.
• Monitor claim progress to meet service level agreements and response timeframes.
• Maintain accurate records across company systems.
• Collaborate with Customer Service, Sales, Operations, Production, Dispatch, Planning and Supply Chain to resolve claims.
• Handle customer enquiries, concerns and complaints professionally.

Required profile

• Terrific phone manner and confident communication with customers.
• Strong organisational and coordination abilities.
• Previous experience in customer service, warranty claims, after‑sales support or similar roles.
• Excellent verbal and written communication skills.
• Ability to make accurate claims decisions and meet response and resolution timeframes.

Required skills