Overview
Customer Service Representative Jobs in Auckland, Auckland, New Zealand at The Comfort Group – Asia Pacific
Title: Customer Service Representative
Company: The Comfort Group – Asia Pacific
Location: Auckland, Auckland, New Zealand
Who We Are
For over 90 years, The Comfort Group has been helping Australians and New Zealanders get a better night’s sleep. As a family-owned business, we manufacture sleep solutions tailored to individual needs, from comfort and support through to temperature regulation and pressure relief.
The Comfort Group has developed an extensive stable of well-known brands that both Aussies and Kiwis have come to love and trust, including SleepMaker, Sleepyhead, Dunlop Foams, Beautyrest, and Dunlopillo, producing a wide range of mattresses, bedding, and specialist foam products.
As the only bedding manufacturer in the Southern Hemisphere that produces its own speciality foam, we are a market leader in Australia and New Zealand, supplying both retail and commercial markets, including major hotel partners and export customers across Asia.
The Opportunity
We are seeking a customer-focused and highly organised Customer Service Representative to join our After Sales Service team in Otahuhu. This role is responsible for managing end-to-end warranty claims for our finished products, ensuring customers receive timely, professional, and effective support throughout the claims process.
You will be the key point of contact for customers, assessing warranty claims, coordinating repairs and replacements, arranging product collections and returns, and working closely with internal teams to achieve positive outcomes.
This is an excellent opportunity for someone who enjoys problem-solving, customer interaction, and managing multiple priorities in a fast-paced environment.
Key Responsibilities
- Manage and assess incoming warranty claims in accordance with company policies and procedures
- Contact customers to gather claim information, photographs, and supporting documentation
- Assess claims against warranty criteria and determine appropriate outcomes
- Coordinate product collections, transportation, and returns with courier partners and internal stakeholders
- Provide regular updates to customers throughout the claims process and manage expectations effectively
- Monitor claim progress and ensure service level agreements and response timeframes are achieved
- Maintain accurate records and documentation across company systems
- Collaborate with Customer Service, Sales, Operations, Production, Dispatch, Planning, and Supply Chain teams to support claim resolution
- Professionally manage customer enquiries, concerns, and complaints
- Develop and maintain a strong understanding of our bedding and sleep product ranges
About You
To be successful in this role, you will have a terrific phone manner, communicate confidently with customers, make accurate claims decisions, coordinate with multiple stakeholders, maintain excellent records, and meet response and resolution timeframes. As well as:
- Previous experience in customer service, warranty claims, after-sales support, claims administration, or a similar role
- Strong verbal and written communication skills
- Excellent organisational and coordination abilities
- A high level of attention to detail and accuracy
- The ability to manage multiple priorities and meet deadlines
- Strong problem-solving and decision-making skills
- Confidence in handling customer complaints and challenging conversations professionally
- Experience using CRM systems and Microsoft Office applications
- A proactive, positive, and customer-focused approach
What We Offer
We are a down to earth team that genuinely enjoys working together and sharing a laugh along the way. We value initiative, teamwork, and continuous learning.
- Subsidised cafeteria
- A supportive and collaborative team environment
- Ongoing training and development opportunities
- Employee discounts on our leading brands and products
- The chance to be part of a company that has been improving sleep for generations
If you are passionate about delivering exceptional customer service and enjoy working in a role that combines customer interaction, problem-solving, and coordination, we'd love to hear from you. Don’t delay; click on the ‘apply’ button to submit your resume!
We look forward to receiving your application.
