Warranty Case Consultant

at  Toll Group

About Toll Group
At Toll, we do more than just logistics - we move the businesses that move the world. Our 16,000 team members can help solve any logistics, transport, or supply chain challenge – big or small. We have been supporting our customers for more than 130 years. Today, we support more than 20,000 customers worldwide with 500 sites in 27 markets, and a forwarding network spanning 150 countries. We are proudly part of Japan Post —
www.tollgroup.com
Global Logistics provides sophisticated supply chain solutions, from end-to-end or part solutions, warehousing and distribution to dedicated transport solutions, across the globe and to some of the most remote corners of the world.
Government & Defence provides specialised logistics expertise, including relocation services. We work with clients at all levels of government to deliver an extremely diverse range of logistics solutions - from the distribution of healthcare products, managing the relocation of their employees, delivering fleets of government vehicles, through to helicopter rescue services.
The role
We have an exciting brand new opportunity for a Warranty Case Consultant to join our Toll Transitions team in Brisbane QLD. Toll Transitions is a business unit that provides Defence Members & their families with a comprehensive end to end relocation service. As a Warranty Case Consultant, you will contribute to this by assisting ADF Members as well as Corporate and Government clients with notices or claims for Loss or Damage. In doing so, you will have the opportunity to provide service recovery and leave a positive impression with our clients.
If you are a dedicated individual who is passionate about ensuring customer satisfaction and resolving issues efficiently, this is the role for you!

As the Warranty Case Consultant, your responsibilities will include:

• Efficiently manage the end-to-end warranty claims process, from initial claim submission to resolution. This includes accurately documenting claims, assessing validity, and coordinating with relevant stakeholders to expedite resolution.
• Conduct thorough investigations into warranty claims to determine root causes and validity.
• Serve as the primary point of contact for customers submitting warranty claims. Provide clear and timely communication regarding claim status, resolution timelines, and any additional information required.
• Collaborate closely with other stakeholders to gather relevant information and ensure timely resolution of claims.
• Maintain policy compliance and accurate record keeping at all times.
• Strive to exceed customer expectations and foster positive relationships.

About you

To be successful in this role, you will need:

• Experience in a similar role within the relocations industry highly desired, otherwise strong experience in the customer service industry essential.
• Intermediate computer skills (Microsoft office)
• Excellent customer service skills
• Possess initiative, a resilient work ethic and desire to achieve results
• Flexibility and the ability to adapt to constant change
• Must be an Australian Citizen or Permanent Resident

What We Offer:

• Market competitive salary
• Hybrid work arrangements - Office located in the heart of Brisbane - Ann Street.
• A positive tight night team, and collaborative work environment
• Opportunities for professional growth and development
• Local discounts on services and other special benefits for employees

What moves you?
At Toll, you can help play a vital role in delivering what matters. From food, fuel, medicine and rescue services, we keep businesses and communities thriving. Every day brings change. We see that as an opportunity. To be curious. To ask the right questions. And build meaningful connections. Because finding new ways to solve problems is what we do. With a bold vision to expand our global reach, our 16,000+ people bring a passion for progress. We collaborate in friendly, caring teams, supported by approachable leaders who give us the autonomy to quickly make decisions with impact. Learn and grow with industry-leading training, alongside talented experts. Feel empowered to take on diverse challenges and new responsibilities to move you, our customers, and our world further.
Are you excited about this role but are concerned you don’t meet all the requirements? If you have similar skills and are willing to learn then we encourage you to apply anyway. We know that some people hesitate to apply for jobs unless they meet every single qualification. At Toll, we value a diverse, inclusive and authentic workplace, so if you’re interested in this role but your past experience doesn’t align perfectly then please talk to us – you may be just the right candidate for this or other roles we have coming up.
At Toll everyone is welcome including those of all ages, ethnicities, genders and abilities.
To find out more about us visit www.careers.tollgroup.com
You must be entitled to work in Australia and be prepared to undertake pre-employment checks including a criminal history check and medical.

As the Warranty Case Consultant, your responsibilities will include:

• Efficiently manage the end-to-end warranty claims process, from initial claim submission to resolution. This includes accurately documenting claims, assessing validity, and coordinating with relevant stakeholders to expedite resolution.
• Conduct thorough investigations into warranty claims to determine root causes and validity.
• Serve as the primary point of contact for customers submitting warranty claims. Provide clear and timely communication regarding claim status, resolution timelines, and any additional information required.
• Collaborate closely with other stakeholders to gather relevant information and ensure timely resolution of claims.
• Maintain policy compliance and accurate record keeping at all times.
• Strive to exceed customer expectations and foster positive relationships

To be successful in this role, you will need:

• Experience in a similar role within the relocations industry highly desired, otherwise strong experience in the customer service industry essential.
• Intermediate computer skills (Microsoft office)
• Excellent customer service skills
• Possess initiative, a resilient work ethic and desire to achieve results
• Flexibility and the ability to adapt to constant change
• Must be an Australian Citizen or Permanent Residen