Warranty & Service Coordinator

At GWA, we're not just a company—we're a supportive community committed to making everyday water experiences extraordinary. Our dedication to water sustainability, customer-first values, and community engagement creates a ripple effect of positive impact, ensuring that our consumers not only enjoy our products, but also contribute to saving millions of litres of water each year.

Join our vibrant team at GWA, where our rich Australian and New Zealand heritage, technical expertise, and innovative drive, combine with our iconic brands to create something truly extraordinary. For over a century, we've been crafting innovative, high-quality products for homes and offices, including market-leading brands like Caroma, Methven and Clark.

We are seeking an experienced Service & Warranty Specialist to join our After Sales and Service team in Prestons on a permanent full-time basis.

Your role

In this role, your key responsibilities will include but are not limited to:

• Handling a high volume of inbound customer calls and make outbound calls when required.
• Support our customers in resolving product warranty issues in a timely and professional manner.
• Collaborate with our onsite Quality Assurance team for technical support.
• Address customer complaints and work on solutions to improve customer satisfaction.
• Manage and diagnose customer warranty requests.
• Troubleshoot issues and provide clear effective solutions.
• Providing outstanding customer service and product advice.
• Ensuring that our customer records are kept updated within Dynamics 365.
• Managing day-to-day requirements; including process of work orders and invoices and arranging selected suspected product return.
• Monitor and report on claims, issues and procedural metrics.
• Promote and uphold safety and wellbeing.

About you

It would be great if you come from the plumbing industry, so you know the difference between a close coupled pan or a concealed cistern, but if not, a great onboarding program is provided along with full training to set you up for success!

Along with your previous experience in a similar role, we’re looking for the following skills and experience:

• 3+ years of experience in Customer Service, specifically in Warranty and After Sales.
• 3+ years of experience in a high-volume inbound call centre environment.
• Be confident in conflict resolution and problem solving.
• A passion for customer service
• Strong technical aptitude and computer skills (preferably with Microsoft)
• Enjoy communicating effectively with internal and external stakeholders
• And most importantly, thrive working within a team environment

What can you expect from us?

Join us on our journey from Good to Great, where you'll collaborate with inspiring colleagues, engage with iconic brands, and contribute to a business with a legacy of strong growth. Take the first step towards an exciting career and become part of a team that's dedicated to delivering exceptional customer experiences and making a real difference in the world. We value passion, potential, and a willingness to learn.

Aside from a supportive and collaborative culture where you’ll be set up for success and know that you’re making a real difference from day one, we’ll offer you:

• Hybrid working option
• Free onsite parking
• Competitive remuneration
• An immersive onboarding program to set you up for success
• Opportunities to learn and grow through our Learning & Development programs
• ‘Great Rewards’ program - exclusive access to discounts and cashback rewards at your favourite stores
• ‘Bathrooms & More’ program - great discounts on a wide range of our products
• Volunteer and Community Service Leave
• Health & Wellbeing Services with 24/7 in app access to medical advice, safety support and mental healthcare for you and your immediate family members.
• Annual flu vaccinations
• Medibank Health Insurance - discounts on corporate cover

Ready to apply?

Great! Just click the apply button to build your career with us!

Please note: You must be a citizen, permanent resident or hold all the relevant employment visas and other approvals for the location and duration of this position to apply for this role.

Please note that we are not accepting applications from agencies at this time.