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.