Product Replacement Specialist

CXP are now part of the Huntswood Group; Durban; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Huntswood Group is seeking a Product Replacement Specialist to support our Insurance team in Durban. You will manage appliance write-offs, replacements, vouchers, and cash settlements from start to finish, ensuring accurate documentation and timely resolutions for customers.

The role requires at least 12 months in customer service, strong communication, and the ability to handle multiple cases in a fast-paced environment.

Qualifications

• Minimum 12 months' experience in a customer service role, with a proven ability to deliver excellent customer outcomes.
• Matric /NQF Level 4 equivalent.
• Excellent communication skills.
• Strong attention to detail and problem-solving abilities.
• Ability to manage multiple cases and priorities in a fast-paced environment.
• Experience working with customer claims, insurance, appliance repairs, product replacement, or settlement processes is advantageous.
• Comfortable using multiple systems and adapting to new technology.
• A team player who thrives on delivering great customer outcomes.

Responsibilities

• Assess and process appliance write-offs, including: BER (Beyond Economic Repair), PNLA (Parts No Longer Available), Unrepairable appliances
• Use systems and tools such as BeValued to validate and process claims.
• Manage product replacement requests and identify suitable replacement options for customers.
• Calculate and process cash settlements when replacements are not available or suitable.
• Support customers in the Republic of Ireland with settlement processes.
• Assist customers with vouchers, eGift cards, Voucher-related enquiries
• Review replacement eligibility and supplier options.
• Resolve customer escalations and provide updates on replacement and settlement queries.
• Maintain accurate case notes and documentation.
• Collaborate with repair agents, suppliers, and internal stakeholders to deliver timely resolutions.
• Ensure compliance with company policies, quality standards, and customer service expectations.

Skills

BeValued

Customer service

Education

Matric /NQF Level 4

Tools

BeValued system

Job description

Job Description

Join Our Team as a Product Replacement Specialist! Are you passionate about helping customers find solutions when things don't go to plan? We're looking for a Product Replacement Specialist to join our dynamic Insurance team. In this role, you'll be at the heart of delivering exceptional customer experiences by managing appliance write-offs, product replacements, vouchers, and cash settlements from start to finish. If you're detail-oriented, customer-focused, and enjoy problem-solving, this could be the perfect opportunity for you!

What will you be doing?

• Assess and process appliance write-offs, including: BER (Beyond Economic Repair), PNLA (Parts No Longer Available), Unrepairable appliances
• Use systems and tools such as BeValued to validate and process claims.
• Manage product replacement requests and identify suitable replacement options for customers.
• Calculate and process cash settlements when replacements are not available or suitable.
• Support customers in the Republic of Ireland with settlement processes.
• Assist customers with vouchers, eGift cards, Voucher-related enquiries
• Review replacement eligibility and supplier options.
• Resolve customer escalations and provide updates on replacement and settlement queries.
• Maintain accurate case notes and documentation.
• Collaborate with repair agents, suppliers, and internal stakeholders to deliver timely resolutions.
• Ensure compliance with company policies, quality standards, and customer service expectations.

Job Requirements

• Minimum 12 months' experience in a customer service role, with a proven ability to deliver excellent customer outcomes.
• Matric /NQF Level 4 equivalent
• Excellent communication skills.
• Strong attention to detail and problem-solving abilities.
• Ability to manage multiple cases and priorities in a fast-paced environment.
• Experience working with customer claims, insurance, appliance repairs, product replacement, or settlement processes is advantageous.
• Comfortable using multiple systems and adapting to new technology.
• A team player who thrives on delivering great customer outcomes.

Why Join Us?

• Be part of a supportive and collaborative team.
• Make a real difference to customers when they need us most.
• Develop valuable insurance and customer service expertise.
• Enjoy a role where no two days are the same.

Core Behaviours

Huntswood a ResultCX company employees have:

A Winning Mindset

Bring You're "A" Game - Passion is contagious! Work every day like it's your first day on the job.

Strive for Greater - Stay dedicated to continuous improvement. Challenge the status quo and bring your best ideas forward.

Servant Leadership

Enable and Empower all Employees - Our employees are the heart of our success

Do the Right Thing - Be empathetic and respectful to everyone always. Act with integrity even if no one is watching.

Deliver WOW!

Own It - Take personal responsibility for getting things done, find a way.

Deliver Unbelievable Service - Create "WOW" moments for your customers every time.

• Subject to HW incentive & remuneration policies, speak to your recruiter for more information.