Back Office Agent (Furniture Industry)

Job Description

We are looking for a detail-oriented Back Office Agent to manage customer claims and ensure smooth coordination across internal teams. This role is critical in maintaining service quality and operational efficiency.

Key Responsibilities:

• Claims Processing & Validation: Review claims escalated by the Call Center, verify supporting evidence (photos/videos), check warranty status, and identify root causes.
• Operational Coordination: Act as the main point of contact between departments: Warehouse (check replacement availability), Logistics (arrange deliveries/pickups), Technical/Repair Team (schedule inspections and validate reports)
• Resolution Decision-Making: Apply company policies to determine claim outcomes (replacement, repair, or rejection).
• Case Tracking: Manage and update all cases on CRM systems, ensuring adherence to SLAs.
• Root Cause Reporting: Analyze recurring issues and prepare weekly reports for Quality and Procurement teams.
• Resolution Closure: Finalize all documentation for replacements/refunds and ensure customer satisfaction.

Qualifications:

• Experience: 1–3 years in Back Office Operations, Claims Management, or Logistics
• Industry Requirement: Must have experience in the furniture industry
• Education: Bachelor’s degree in Business Administration, Logistics, Supply Chain, or related field is preferred
• Technical Skills:
• Advanced Excel (Pivot Tables, VLOOKUP, tracking sheets)
• Experience using CRM systems
• Key Competencies:
• Strong analytical skills and attention to detail
• Process-oriented mindset with ability to follow SOPs
• Effective coordination and communication across departments
• Ability to handle multiple cases and meet deadlines