Customer Service Representative

About The Comfort Group

With a legacy spanning over 90 years, The Comfort Group is a respected family-owned manufacturer dedicated to delivering tailored sleep solutions enhancing comfort, support, temperature regulation, and pressure relief for Australians and New Zealanders. The company boasts iconic brands such as SleepMaker, Sleepyhead, Dunlop Foams, Beautyrest, and Dunlopillo, offering a comprehensive range of mattresses, bedding, and specialty foam products. As the sole bedding manufacturer in the Southern Hemisphere producing its proprietary specialty foam, The Comfort Group leads the market in Australia and New Zealand, catering to retail, commercial customers, major hotel chains, and export markets in Asia.

Role Overview

We are looking for a dedicated Customer Service Representative to join our After Sales Service team in Otahuhu. This role is pivotal in managing the full cycle of warranty claims for finished products, ensuring customers receive prompt, professional, and effective assistance. Acting as the main liaison, you will evaluate warranty claims, coordinate repairs or replacements, arrange for product returns and collections, and collaborate closely with internal departments to achieve satisfactory resolutions.

Key Responsibilities

• Evaluate and administer incoming warranty claims consistent with company policies
• Engage with customers to collect claim details, photographic evidence, and necessary documentation
• Assess claims based on warranty standards and determine fitting outcomes
• Coordinate logistics for product collection, transportation, and returns with courier services and internal teams
• Keep customers informed with timely updates and manage their expectations throughout claim handling
• Oversee claim processes to meet service level agreements and response timelines
• Maintain detailed and precise records within company systems
• Collaborate with cross-functional teams including Customer Service, Sales, Operations, Production, Dispatch, Planning, and Supply Chain to facilitate claim resolutions
• Handle customer inquiries, concerns, and complaints with professionalism
• Build and retain an in-depth knowledge of the company’s bedding and sleep product lines

Candidate Profile

• Previous experience in customer service, warranty claims, after-sales or claims administration roles
• Strong verbal and written communication capacities
• Excellent organizational skills and ability to coordinate multiple tasks effectively
• High attentiveness to detail and accuracy in work
• Ability to juggle multiple priorities and meet tight deadlines
• Good problem-solving and informed decision-making expertise
• Comfortable managing customer complaints and challenging interactions professionally
• Proficient with CRM systems and Microsoft Office applications
• Demonstrates a proactive, positive, and customer-oriented attitude

What We Provide

• Subsidized cafeteria facilities
• Supportive, collaborative team culture that values initiative and learning
• Continuous training and professional development opportunities
• Employee discounts on leading brands and products
• A chance to work for a company committed to improving sleep quality over generations