Aftersales Assistant | SPACE

About Space

Launched in 1993, Space is now the leading voice in design retailing across South East Asia. With a professional design team and a collection that includes the world's best luxury brands, our philosophy centres on offering impeccable design, client experience and service. Five architect-designed showrooms – Sydney, Melbourne, Brisbane, Singapore and Kuala Lumpur, feature collections curated to meet the specific needs of design lovers and the broader requirements of the architecture and interiors industry, with endless design scope for residences, multi-residential developments, hotels, restaurants and workplace interiors.

Why work with us?

You will be joining an industry leader in the furniture market that not only partners with award winning international brands and clients but prides itself on its people and values their growth and development. You’ll be working alongside people you can learn from, you’ll grow and develop in a fun, supportive environment.

What will I do on a day-to-day basis?

This client centric position primarily focuses on providing proactive and detail-oriented support to clients and internal teams to manage warranty claims, coordinate replacement orders, and deliver exceptional support.

• Maintain Stakeholder and Client Communication: Provide clear, consistent updates to internal stakeholders and clients on order status, resolution timelines, and expectations via email, Teams, and Freshdesk (internal ticketing system).
• Process Warranty and Replacement Orders: Ensure all warranty claims and replacement or repair orders are processed within internal service level agreements, maintaining accurate tracking throughout the order journey.
• Coordinate Onsite Services: Arrange and book onsite product inspections, deliveries, and installations within allocated timeframe of enquiry or product receipt, ensuring timely and professional service.
• Manage Item Movements and Returns: Track and process the movement of goods, including issuing Goods On Loan, arranging collections and returns, and updating systems accordingly.
• Meet Resolution and Support KPIs: Resolve customer support tickets within an allocated timeframe, ensuring weekly updates and maintaining a knowledge base for future reference.
• Provide Onsite Technical Assistance: Support technicians during onsite visits by assessing (and sometimes repairing products), and completing detailed reports on assessments, repairs, and parts used.