Overview
Product Replacement Specialist Jobs in Durban, KwaZulu-Natal, South Africa at CXP are now part of the Huntswood Group
Title: Product Replacement Specialist
Company: CXP are now part of the Huntswood Group
Location: Durban, KwaZulu-Natal, South Africa
Job Description
Join Our Team as a Product Replacement Specialist!
Are you passionate about helping customers find solutions when things don’t go to plan?
We’re looking for a Product Replacement Specialist to join our dynamic Insurance team. In this role, you’ll be at the heart of delivering exceptional customer experiences by managing appliance write-offs, product replacements, vouchers, and cash settlements from start to finish.
If you’re detail-oriented, customer-focused, and enjoy problem-solving, this could be the perfect opportunity for you!
What will you be doing?
- Assess and process appliance write-offs, including: BER (Beyond Economic Repair), PNLA (Parts No Longer Available), Unrepairable appliances
- Use systems and tools such as BeValued to validate and process claims.
- Manage product replacement requests and identify suitable replacement options for customers.
- Calculate and process cash settlements when replacements are not available or suitable.
- Support customers in the Republic of Ireland with settlement processes.
- Assist customers with vouchers, eGift cards, Voucher-related enquiries
- Review replacement eligibility and supplier options.
- Resolve customer escalations and provide updates on replacement and settlement queries.
- Maintain accurate case notes and documentation.
- Collaborate with repair agents, suppliers, and internal stakeholders to deliver timely resolutions.
- Ensure compliance with company policies, quality standards, and customer service expectations.
Job Requirements
- Minimum 12 months’ experience in a customer service role, with a proven ability to deliver excellent customer outcomes.
- Matric /NQF Level 4 equivalent
- Excellent communication skills.
- Strong attention to detail and problem-solving abilities.
- Ability to manage multiple cases and priorities in a fast-paced environment.
- Experience working with customer claims, insurance, appliance repairs, product replacement, or settlement processes is advantageous.
- Comfortable using multiple systems and adapting to new technology.
- A team player who thrives on delivering great customer outcomes.
Why Join Us?
- Be part of a supportive and collaborative team.
- Make a real difference to customers when they need us most.
- Develop valuable insurance and customer service expertise.
- Enjoy a role where no two days are the same.
Core Behaviours
Huntswood a ResultCX company employees have:
A Winning Mindset
Bring You’re “A” Game – Passion is contagious! Work every day like it’s your first day on the job.
Strive for Greater – Stay dedicated to continuous improvement. Challenge the status quo and bring your best ideas forward.
Servant Leadership
Enable and Empower all Employees – Our employees are the heart of our success
Do the Right Thing – Be empathetic and respectful to everyone always. Act with integrity even if no one is watching.
Deliver WOW!
Own It – Take personal responsibility for getting things done, find a way.
Deliver Unbelievable Service – Create “WOW” moments for your customers every time.
- Subject to HW incentive & remuneration policies, speak to your recruiter for more information.
Apply