Back Office Agent

Claims Processing & Validation: Review all claims escalated by the Call Center.

Verify evidence (photos/videos), check warranty status, and validate the root cause.Operational Coordination: Act as the internal liaison.

You will coordinate with:Warehouse: To check inventory for replacements.Logistics: To schedule pickups or deliveries of replacements.Technical/Repair Team: To schedule maintenance visits and verify technical reports.Resolution Decision-Making: Apply company policies to decide the final resolution (e.g., "This defect is manufacturing, approve replacement" or "This is misuse, offer paid repair").Case Tracking: Manage the status of every claim in the CRM.

Ensure no case stays "Open" longer than the defined SLA (Service Level Agreement).Root Cause Reporting: Analyze data to identify recurring product issues and generate weekly reports for the Quality Control and Procurement teams.Resolution Closure: Finalize the paperwork for refunds or replacements, ensuring that the customer’s journey ends with a satisfied resolution.

Education: Bachelor’s degree in Business Administration, Logistics, or Supply Chain is preferred.

Experience: 2–3 years in Back Office Operations, Logistics, or Claims Management. (You need someone who understands systems and processes, not just talking).

Technical Skills: Advanced Excel: Must be able to manage tracking sheets, pivot tables, and VLOOKUPs. CRM Expertise: Experience with customer management software is a must.

Competencies: Analytical Thinking: The ability to spot discrepancies in reports or photos.

Process-Oriented: Ability to follow SOPs (Standard Operating Procedures) strictly.

Inter-departmental Communication: Must be able to push warehouse/logistics teams to meet deadlines without causing friction.