Warranty & Claims Representative

**Join the James Lane | Sleeping Giant Head Office Team**

**Enjoy a 40% Staff Discount Across Both Brands**

**About Us**

James Lane | Sleeping Giant are proud, family-owned Australian businesses with over 40 years of experience in creating timeless, elegant pieces that turn houses into homes. We are passionate about delivering exceptional customer experiences and invite you to be part of our journey.

**About the Role**

We are looking for a **Warranty & Claims Representative** to join our head office team. In this role, you will be the first point of contact for warranty-related inquiries, ensuring customers receive professional, efficient, and solutions-focused support.

**Key Responsibilities**
- Assist customers with warranty claims using **Zendesk and Pronto**
- Process warranty and parts orders accurately and efficiently
- Provide clear, professional responses to customer inquiries, meeting KPI response times
- Escalate complex issues to the **Warranty Manager** when required
- Maintain up-to-date knowledge of **warranty policies and ACCC guidelines**

**What You’ll Bring**
- **High-level computer skills** with experience using CRM/ticketing systems (e.g., Zendesk, Pronto)
- **Excellent verbal and written communication skills**—you can clearly explain processes and resolve issues with a calm and professional approach
- **Strong conflict resolution skills**—you can turn challenges into positive outcomes
- **Ability to multitask and manage priorities in a fast-paced environment**
- **A team-player attitude** with a willingness to support colleagues and work collaboratively
- Prior experience in warranty claims or customer service is highly regarded

**What We Offer**
- **Monday to Friday schedule, with occasional Saturday work**
- **Generous staff discounts** across James Lane & Sleeping Giant
- **Comprehensive training and ongoing support** to help you succeed
- **A dynamic, employee-focused, family-owned business** that values your contribution

Pay: $27.17 per hour