We are recruiting a Warranty Clerk on behalf of our client. The role is responsible for managing warranty repairs, tracking turnaround times, coordinating with technicians and stores, and ensuring timely and accurate communication with clients while maintaining strict service timelines.
Key Responsibilities
Review the overdue and due warranty report every morning and discuss cases during daily meetings
Enforce a strict 72-hour turnaround time for warranty repairs
Escalate to management any urgent cases not resolved within 72 hours + 24 hours
Acceptable delays must be clearly documented (e.g. awaiting parts or client quotation approval), with clients updated at all times
Notify clients within 24 hours of item receipt at the warehouse using at least two communication channels
Provide accurate and regular updates to clients on repair progress
Inspect items thoroughly on receipt and before dispatch, including:
Verifying accessories (cables, racks, covers, etc.)
Taking photos where necessary
Ensuring items are securely packed before return
Ensure warranty items are transported using company vehicles and drivers, unless the client formally assumes risk
Coordinate timely claiming of warranty parts from stores using detailed technician reports
Communicate immediately with clients when machines are out of warranty and advise on applicable charges
Prepare and send quotations promptly and follow up for approval
Invoice out-of-warranty repairs accurately and on time
Communicate with clients regarding overdue or approved disposal of goods
Attend daily technical meetings punctually and record minutes
Return functional goods to stores with proper updates; damaged items must be invoiced accordingly
Uphold loyalty, confidentiality, and security standards at all times