Warranty & Returns Team Lead — Hands-on, KPI Bonus

iTECHWORLD; Western Australia; On-site; AUD 68,000 - 83,000; Full time

Benefits offered by this job

Monthly KPI bonus

Lunch provided

MacBook provided

Company T-Shirts

Product training

Job summary

iTechworld, a Western Australian family-owned business, is seeking a motivated Warranty & Returns Team Leader to join our Service Centre. In this hands-on role you'll manage warranty claims, returns and refunds from start to finish, support the workshop, and keep customers updated throughout the process.

You'll lead a small team, use Gorgias for tickets, and work toward efficient processes. We offer a $75,000 base salary plus superannuation, a monthly KPI bonus, company swag, a MacBook, and

Qualifications

• Experience in customer service, warranties, returns or after-sales support.
• Experience leading, supervising or supporting a small team.
• Excellent communication and problem-solving skills.
• Strong organisational skills and attention to detail.
• Confidence using customer service software and managing multiple enquiries.
• A proactive attitude and willingness to roll up your sleeves.
• The ability to stay calm, prioritise and get things done in a busy environment.
• Experience in electronics, retail, automotive accessories or a workshop environment would be an advantage.

Responsibilities

• Manage warranty claims, returns, exchanges and refunds from start to finish.
• Respond to customer enquiries and manage support tickets through Gorgias.
• Coordinate daily workshop workloads and product assessments.
• Keep on top of outstanding RMAs and ensure they're resolved within our service targets.
• Manage returned stock, ensuring products are correctly tracked, repaired, resold, returned to stock or disposed of.
• Support and guide workshop team members with daily tasks and priorities.
• Resolve customer concerns and keep customers updated throughout the process.
• Identify opportunities to improve processes, efficiency and customer experience.

Job description

iTechworld, a Western Australian family-owned business, is seeking a motivated Warranty & Returns Team Leader to join our Service Centre. In this hands-on role you'll manage warranty claims, returns and refunds from start to finish, support the workshop, and keep customers updated throughout the process.

You'll lead a small team, use Gorgias for tickets, and work toward efficient processes. We offer a $75,000 base salary plus superannuation, a monthly KPI bonus, company swag, a MacBook, and