Accidental Warranty Customer Service Representative

Handle incoming calls and customer enquiries regarding accidental damage coverage; guide customers through lodging a service ticket; explain warranty coverage including inclusions and exclusions per Terms & Conditions; liaise across digital channels (Email, Freshdesk); verify customer details and eligibility under Nick Scali / Plush Shield protection; review purchase records and ensure claims fall within warranty validity; assess damage, review supporting evidence (photos/videos), apply warranty terms to determine claim validity, and authorize repairs/replacements where applicable; manage contractor bookings across Interstate locations, Tasmania, and New Zealand; coordinate contractor liaison, policy compliance, and obtain unbiased assessment reports; process contractor invoices, review quotes and travel costs, upload reports into AccuTerm, track progress, and maintain communication with customers and contractors; report to the ADW National Manager with updates on claim status and escalations.