Client Servicing Associate

About the Opportunity:

Bigfix Warrantify is a leading after-sales service provider specializing in warranty claims fulfillment, repairs, returns, and installations for OEMs and insurtech providers. We leverage cutting-edge technology and data-driven insights to ensure seamless customer experiences and efficient service operations.

Key Responsibilities:

• Client Relationship Management:
  • Build and maintain strong relationships with OEMs, insurers, and brands.
  • Act as the primary point of contact, ensuring effective and timely communication.
  • Understand client requirements and deliver tailored InstaCare solutions.
• Service Delivery & Operations:
  • Manage end-to-end processes including warranty claims, return logistics, and device repairs.
  • Coordinate across internal teams (claims, logistics, repair partners) to meet service SLAs.
  • Monitor case progress and ensure timelines and quality benchmarks are consistently met.
• Sales & Business Development:
  • Identify and pursue new business opportunities.
  • Promote Bigfix Assure protection plans and Warrantify APIs to OEMs and retail partners.
  • Prepare proposals, present tailored solutions, and negotiate contracts.
• Process Coordination:
  • Liaise with repair partners (ASP, GSP, and gig technicians) for smooth case execution.
  • Manage device logistics including pick-up and delivery.
  • Collaborate with the finance team to track costs, manage invoicing, and ensure timely payouts.
• Reporting & Documentation:
  • Maintain comprehensive records of client interactions and case progress.
  • Generate regular performance reports and actionable insights.
  • Track and optimize key metrics such as TAT (Turnaround Time), CSAT (Customer Satisfaction), and FTFR (First Time Fix Rate).
• Compliance & Quality Assurance:
  • Ensure adherence to Service Level Agreements (SLAs) and compliance standards.
  • Address client escalations with urgency and implement corrective actions.
• Collaboration & Continuous Learning:
  • Work with the tech team to relay client feedback and drive platform enhancements.
  • Stay informed about industry trends, competitor activities, and emerging technologies.

Requirements:

• Strong communication, client-facing, and negotiation skills.
• Proficiency in CRM systems and process management tools.
• Analytical and result-oriented mindset focused on performance improvement.
• Ability to manage cross-functional coordination and multitask efficiently.