Customer Care Assistant

Description: Our UK-based client operates within the technology and business equipment sector, supporting customers with device repairs, replacements, warranty processes, and insurance-related coordination. They are now looking for a Customer Care Assistant to manage and coordinate the end-to-end repair process for customer equipment. In this role, you will handle logistics, liaise with repair partners and technical teams, manage warranties and insurance claims, and provide clear, proactive communication to customers throughout the repair lifecycle. You’ll play a key role in ensuring repairs are completed efficiently and customers feel supported at every step.This is a remote position open to those living anywhere in South Africa.Duties & ResponsibilitiesRepair CoordinationLiaise with the technical team once a repair is confirmed.Chase repair partners (e.g., Amsys, Lenovo, Dell) for updates.Approve repair invoices for payment.Logistics ManagementBook courier collections and arrange device swaps.Handle shipping issues and manage courier claims.Send replacement devices and manage return services.Warranty & Insurance AdministrationProcess DOA (Dead On Arrival) replacements.Manage insurance claims and replacements through finance affiliations.Raise insurance proformas and invoices.Verify warranty status with manufacturers.Register Xerox printer warranties.Customer CommunicationKeep customers updated throughout the repair process.Confirm warranty and cover details on customer leases.Arrange loan machines where applicable.Key ObjectivesEnsure repairs and replacements are completed promptly and accurately.Maintain proactive and clear communication with customers and partners.Uphold warranty and insurance compliance while minimising client downtime.Deliver a seamless customer experience that reinforces trust and satisfaction.Skills, Experience & RequirementsPrevious experience in customer care or service coordination.Understanding of business equipment warranties and insurance claim processes.Ability to work collaboratively with technical teams and external partners.Strong written and verbal communication skills, with an empathetic and clear communication style.Ability to manage multiple tasks in a fast-paced environment with strong attention to detail.Experience with courier bookings, device swaps, and managing shipping issues is highly advantageous.Proficient in Microsoft 365 and Teams.Load SheddingApplicants must ensure they can maintain reliable internet and power during UK office hours.