Customer Service Representative

About Us

For over 90 years, The Comfort Group has been dedicated to enhancing sleep quality for Australians and New Zealanders. As a family-owned enterprise, we specialize in manufacturing personalized sleep solutions, addressing individual needs for comfort, support, temperature regulation, and pressure relief. Our portfolio includes beloved brands such as SleepMaker, Sleepyhead, Dunlop Foams, Beautyrest, and Dunlopillo, offering a diverse range of mattresses, bedding, and specialized foam products. We are a leading manufacturer in the Southern Hemisphere, producing our own specialty foam and serving both retail and commercial markets, including major hotel partners and export clients across Asia.

The Opportunity

We are seeking a highly organized and customer-centric Customer Service Representative to join our After Sales Service team in Otahuhu. This role is pivotal in managing the complete lifecycle of warranty claims for our finished products, ensuring customers receive prompt, professional, and effective support. You will serve as the primary contact for customers, evaluating warranty claims, coordinating repairs and replacements, arranging product collections and returns, and collaborating with internal departments to achieve satisfactory resolutions. This is an ideal position for individuals who thrive on problem-solving, customer engagement, and managing multiple tasks in a dynamic setting.

Key Responsibilities

• Manage and evaluate incoming warranty claims according to company policies and procedures.
• Gather necessary claim information, photographs, and supporting documents from customers.
• Assess claims against established warranty criteria to determine appropriate resolutions.
• Coordinate product collections, transportation, and returns with courier services and internal teams.
• Provide consistent updates to customers regarding their claim status and manage expectations.
• Monitor claim progress to ensure adherence to service level agreements and response timeframes.
• Maintain accurate and detailed records within company systems.
• Collaborate with Customer Service, Sales, Operations, Production, Dispatch, Planning, and Supply Chain teams to facilitate claim resolution.
• Professionally handle customer inquiries, concerns, and complaints.
• Develop and maintain a comprehensive understanding of our bedding and sleep product lines.

About You

Success in this role requires excellent phone etiquette, confident customer communication, accurate claims assessment, effective stakeholder coordination, meticulous record-keeping, and timely issue resolution. Additionally, you should possess:

• Prior experience in customer service, warranty claims, after-sales support, or claims administration.
• Strong verbal and written communication capabilities.
• Exceptional organizational and coordination skills.
• A high degree of accuracy and attention to detail.
• The ability to multitask and meet deadlines effectively.
• Proficient problem-solving and decision-making abilities.
• Confidence in professionally managing customer complaints and difficult conversations.
• Experience with CRM systems and Microsoft Office Suite.
• A proactive, positive, and customer-first attitude.

What We Offer

We foster a down-to-earth team environment where collaboration and camaraderie are valued. We encourage initiative, teamwork, and continuous professional growth.

• Subsidized cafeteria services.
• A supportive and collaborative team atmosphere.
• Opportunities for ongoing training and development.
• Exclusive employee discounts on our leading brands and products.
• The opportunity to contribute to a company with a long-standing legacy of improving sleep.

If you are passionate about delivering outstanding customer service and excel in a role that blends customer interaction, problem-solving, and coordination, we encourage you to apply.