Customer Service Adviser – NPW Required in Oman

A Customer Service Adviser – NPW (New Product Warranty) is responsible for managing customer inquiries and issues related to new product warranties. This role involves providing accurate information, resolving warranty claims, and ensuring customers are satisfied with their service experience. The Customer Service Adviser serves as the first point of contact for customers seeking support for newly purchased products, helping them navigate through warranty terms, troubleshooting, and repair or replacement processes. Strong communication skills and a customer-focused attitude are essential for success in this role.

Salary	Market Competitive
Experience	1 – 2 years
Location	Oman
Qualification	Any Graduation
Posted	19 October 2024
Job Type	Full-Time
Posted by	Habeebi Recruiter
last date to apply	apply within 15 days of posting

Key Responsibilities:

Handling Customer Inquiries and Complaints

The primary responsibility of a Customer Service Adviser – NPW is to assist customers with questions and concerns regarding new product warranties. This involves responding to customer inquiries via phone, email, or chat, providing clear and detailed information about warranty coverage, and addressing issues such as product defects or malfunctions. Advisers must listen attentively to customer needs and offer solutions that are in line with warranty policies.

Processing Warranty Claims

The adviser is responsible for guiding customers through the process of filing warranty claims. This includes reviewing claim submissions, verifying the product’s eligibility under the warranty terms, and coordinating the repair or replacement of the product. The Customer Service Adviser ensures that all documentation is accurate and that claims are processed efficiently, minimizing any inconvenience to the customer.

Providing Technical Support and Troubleshooting

In many cases, customers may contact the Customer Service Adviser seeking help with product issues. The adviser offers basic troubleshooting guidance to help customers resolve problems without needing to file a warranty claim. By providing step-by-step instructions, they can often help customers fix simple issues, thereby reducing the need for product returns or repairs.

Maintaining Customer Records and Documentation

A key part of the role involves keeping accurate and up-to-date records of all customer interactions and warranty claims. The Customer Service Adviser uses customer service software to log inquiries, complaints, and resolutions. Maintaining organized records is crucial for tracking ongoing issues and ensuring a seamless experience for returning customers.

Ensuring Compliance with Warranty Policies

The Customer Service Adviser must ensure that all actions taken adhere to the company’s warranty policies. This involves understanding the details of each product’s warranty terms, including exclusions and limitations, and applying them consistently when processing claims. Advisers also need to stay updated on any changes to warranty policies and communicate these updates clearly to customers.

Building Positive Customer Relationships

A major aspect of the role is fostering positive relationships with customers by delivering excellent service. The Customer Service Adviser engages with customers in a professional and empathetic manner, aiming to resolve their issues quickly and efficiently. This positive engagement not only helps retain customer loyalty but also enhances the overall reputation of the company.

Collaborating with Internal Teams

Customer Service Advisers often work closely with other departments, such as the technical support team, product development, and logistics, to ensure that warranty claims are handled smoothly. They may need to coordinate product returns, repairs, or replacements and ensure customers are kept informed throughout the process. Collaboration with internal teams is essential for delivering a seamless customer experience.

Qualifications and Skills:

• High school diploma or equivalent; a degree in a related field is a plus.
• Previous experience in customer service or warranty support.
• Strong communication skills, both verbal and written.
• Ability to handle stressful situations and manage difficult customers with patience and professionalism.
• Proficiency in customer service software and databases.
• Strong organizational skills and attention to detail.
• Basic technical knowledge of the company’s products is preferred.
• Problem-solving skills and the ability to troubleshoot issues efficiently.

Work Environment:

A Customer Service Adviser – NPW typically works in an office or call center environment. The role involves extensive communication with customers, often requiring the ability to handle high volumes of calls or emails. The adviser may need to manage multiple cases at once, balancing efficiency with quality customer service. The position may also involve some flexibility in working hours to accommodate customer needs or busy periods.

How to apply:

Send your updated resume to our email or directly reach us at our phone:

Email:  bc.muscat@om.britishcouncil.org

Telephone:  +968 2468 1000

Fax:  +968 2468 1090