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Customer Service Representative

1 week ago

Karachi, Sindh, Pakistan Horizon Technologies Full time
Job Description

We are seeking a highly organized and detail-oriented Customer Service Representative to manage the entire process of handling product returns, exchanges, and warranty claims. The ideal candidate will be responsible for verifying warranty claims, ensuring accurate documentation, and coordinating with customers, vendors, and internal teams to resolve product issues in a timely and efficient manner.

  • High school diploma or equivalent (Bachelors degree preferred)
  • 2+ years of experience in customer service, returns processing, or warranty claims handling
  • Strong communication and interpersonal skills, with the ability to interact effectively with customers and vendors
  • Excellent attention to detail and ability to maintain accurate records
  • Experience with inventory management and/or ERP systems (e.g., SAP, Oracle, etc.) is a plus
  • Ability to troubleshoot and resolve issues related to product returns
  • Strong organizational and time management skills, with the ability to prioritize tasks effectively
Responsibilities
  • RMA Processing: Review and process warranty claims, ensuring compliance with company policies and manufacturer guidelines
  • Customer Interaction: Communicate with customers to obtain necessary information for warranty claims and ensure proper understanding of return procedures
  • Product Evaluation: Work closely with technical support and quality control teams to evaluate the reason for return and ensure claims are valid and within warranty parameters
  • Documentation & Record Keeping: Maintain accurate records of all RMA transactions, including customer details, product information, issue descriptions, and claim status
  • Inventory Management: Coordinate with the warehouse to ensure timely receipt and inspection of returned goods. Ensure returned products are properly tracked and inventoried
  • Claims Resolution: Collaborate with internal teams to resolve issues related to product quality, shipping damage, or miscommunication, and follow through to ensure proper resolution
  • Vendor Liaison: Communicate with suppliers or manufacturers regarding defective products and arrange for replacements, repairs, or refunds as necessary
  • Reporting & Analytics: Track and report on warranty claim trends, issues, and resolution time to help identify root causes and improve the warranty process
  • Compliance: Ensure that all warranty claims meet legal and regulatory requirements, and that the company's warranty policies are adhered to