Product Replacement Specialist

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.

• 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

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.