Senior Warranty Administrator - Durbanville at GVW Group

What will you do?

• As a Senior Technical Warranty Administrator, you will provide technical support for claims processing via telephone and internet for internal and external clients.

Key Responsibilities:

•  Processing of warranty claims.
•  Provides support for warranty data analysis.
•  Technically review and input paper and electronic warranty claims
•  Notice and communicate developing trends
•  Communicate/ enforce warranty policies, both internally and externally
•  Handle communications timely and effectively
•  Other duties/projects as assigned
•  Keep detailed records
•  Review warranty documentation for the purpose of validating dealer warranty claims. 
•  Support dealer network in the processing of those claims selected for review through the systematic examination of all dealer-submitted warranty claims. 
•  Determine warranty repair eligibility in accordance with program guidelines through technical analysis of repair, adherence to warranty policies and procedures and proper claiming of parts and labor 
•  Provide dealers with feedback on warranty claim concerns detected while providing exceptional customer service. 
•  Escalate unresolved issues to Warranty

What does it take to be a part of our team?

•  Detail Oriented – Agents must be able to focus on the details of the conversation or written form in order to identify and isolate the real issue.
•  Organizational skills - Agents must be able to handle multiple tasks at once while attending to the customer’s needs. 
•  Flexibility - Should be able to help various types of customers. They should have the ability to focus on the warranty issues, provide solutions while maintaining a professional demeanor at all times.
•  Friendly - Project a warm and friendly image, consistently maintain a positive demeanor. 
•  Customer service focused - Must have the ability to stay calm in difficult situations.  Must be able to gain and maintain control of customer conversations while providing world class customer service.  
•  Effective Communication Skills - Strong communication skills, listening to the caller, digesting the information, and effectively conveying a solution quickly and efficiently. 
•  Speed - Must be fast and efficient. Must be able to work quickly without sacrificing the quality of their work. 
•  Solutions oriented - Must be able to find workable solutions for problems they might face.

Education and Experience                     

Minimum Requirements: Personal Attributes:

• Matric qualification or higher
• Skills: MS excel; Power point; and word.
• Must have experience of at least 5 years in similar role as a Warranty Administrator
• Be able to work independently
• Team Player
• Confident and proactive approach – anticipates issues and requirements
• Attention to detail
• Strong documentation skills

Computer Skills 

•  Working knowledge of MS Office/Outlook, Internet Explorer navigation
•  Preferred knowledge of Adnet, EPC, QAD, Autocar warranty system, Team Center