Accidental Warranty Customer Service Representative
Customer Support & Enquiry Handling
Handle incoming calls and customer enquiries regarding accidental damage coverage
Guide customers through the process of lodging a service ticket
Provide clear explanations of warranty coverage, including inclusions (e.g., stains, rips) and exclusions as per Terms & Conditions
Liaise with customers across digital channels (Email, Freshdesk)
Customer Verification & Eligibility
Verify customer details based on set verification levels
Confirm eligibility under Nick Scali / Plush Shield protection plan
Review purchase records including:
Sales order details
Order booking date
Delivery date
Ensure claims fall within warranty validity period
Claim Assessment & Decision Making
Assess the nature and severity of damage
Review supporting evidence (photos/videos) submitted by customers
Apply warranty terms and conditions to determine claim validity
Authorize repairs/replacements where applicable
Handle and resolve customer disputes professionally
📌 Contractor Management & Job Allocation
Coordinate bookings of independent contractors across:
Interstate locations
Tasmania
New Zealand
Assign jobs based on contractor skill set and expertise
Ensure timely scheduling and service delivery
Contractor Liaison & Quality Control
Communicate company policies and procedures to contractors
Ensure compliance with Nick Scali guidelines
Obtain unbiased assessment reports from contractors
Review submitted reports, photos, and supporting documents
Financial & Administrative Coordination
Process contractor tax invoices
Review and approve quotes and travel costs
Upload reports and documentation into AccuTerm system
Work on different status according to workload
Track job progress and ensure completion
Communication & Follow-Up
Respond to contractor and customer emails promptly
Follow up on:
Quote approvals
Booking confirmations
Service completion
Maintain clear communication between all members
Reporting Structure
Directly report to the ADW National Manager
Provide updates on claim status, issues, and escalations
- Role type
- Customer Service
- Role
- Customer Support Representative
- Locations
- Uptown Place, Bonifacio Global City, Taguig
- Work Schedule
- 6:30 am to 3:30 pm MNL time
- Shifting Schedule?
- false
- Shifts with Daylight Savings?
- true
About Satellite Office
Satellite Office partners with some of the world’s leading brands to build high-performing offshore teams based in the Philippines. Our people work directly with international clients in roles that are meaningful, challenging, and rewarding. Whether you’re in customer service, IT, digital marketing, finance, or creative design, you’ll be empowered to do your best work, and build a career you can be proud of.
At Satellite Office, we’re committed to creating a workplace unlike any other, fostering growth through engaging employee programs, continuous learning and development, team-building experiences, company-wide celebrations, and world-class office spaces.
Why You'll Love Working Here:
🌟 You’re Valued.
You won’t just be a number. You’ll be part of a close-knit, collaborative team where your contributions matter.
🚀 You’ll Grow.
From day one, you’ll have access to learning opportunities, mentoring, and support to help you reach your full potential.
🎉 You’ll Belong.
We’re proud of our vibrant and inclusive culture, filled with team-building events, company-wide celebrations, wellness programs, and more.
🏢 You’ll Work in Style.
Our world-class offices are located in premium business hubs like BGC and Ortigas. Modern, comfortable, and designed to bring out your best.
💼 You’ll Work with Global Brands.
We match you with top international clients where you’ll work directly with their teams and make a real impact.
Whether you’re starting a new chapter or growing in your profession, Satellite Office is where you’ll find more than just a job. You’ll find a career you can be proud of.