Back Office Agent – Furniture Claims Management

About the role

We are seeking a detail‑oriented Back Office Agent to manage customer claims within the furniture industry. The role ensures smooth coordination across internal teams and maintains high service quality and operational efficiency.

Key responsibilities

• Review and validate claims escalated by the Call Center, verify supporting evidence and warranty status.
• Coordinate with Warehouse, Logistics, and Technical/Repair teams to arrange replacements, deliveries, pickups, and inspections.
• Apply company policies to decide claim outcomes (replacement, repair, or rejection).
• Maintain case records in CRM systems and ensure compliance with SLAs.
• Analyze recurring issues, prepare weekly root‑cause reports for Quality and Procurement.
• Finalize documentation for replacements or refunds and ensure customer satisfaction.

Required profile

• 1–3 years of experience in Back Office Operations, Claims Management, or Logistics.
• Bachelor’s degree in Business Administration, Logistics, Supply Chain or related field preferred.
• Strong analytical skills, attention to detail and a process‑oriented mindset.
• Effective coordination and communication across departments.
• Ability to handle multiple cases simultaneously and meet deadlines.

Required skills

• Advanced Excel (Pivot Tables, VLOOKUP, tracking sheets).
• Experience using CRM systems.