Customer Care Agent – Rental & Claims Specialist

Job Description

Role Description:

The Rental & Claims Specialist is responsible for managing customer returns, handling claims, and coordinating rental contract workflows. The role focuses on ensuring efficient issue resolution, supporting claim investigations, and contributing to effective lifecycle management of rental tools. The Rental & Claims Agent acts as a key link between customers and internal stakeholders to secure a smooth and professional customer experience.

This is a 2-years fixed-term contract with the possibility of a permanent position based on business needs

Job Responsibilities and Duties:

Customer Support & Communication

• Provide professional, timely, and accurate support to return-, rental-, and claim-related inquiries, while guiding customers through tool selection, returns, and claim submissions
• Maintain a customer-focused approach and strengthen relationships with both internal and external stakeholders.

Rental Contract & Tool Lifecycle Management

• Manage the full administrative flow of rental contracts, including creation, updates, extensions, and closures.
• Coordinate tool dispatches, returns, and follow-ups in collaboration with logistics and the tools department.
• Monitor tool lifecycle milestones (such as usage periods, return deadlines, maintenance triggers, …) and ensure timely actions.
• Ensure accurate documentation and maintain organized, up to date files according to established procedures.

Claims Handling & Investigation

• Receive, register, and analyse customer claims and inquiries related to products, services and billing. 
• Lead and coordinate internal claim investigations in collaboration with relevant departments.
• Provide customers with clear explanations, status updates, and resolutions once investigations are completed.
• Identify and report recurring issues, system gaps, or improvement opportunities to the Supervisor or Management.

Issue Resolution & Process Compliance

• Resolve customer issues efficiently by applying established procedures and collaborating with relevant teams.
• Escalate unresolved cases or irregularities to supervisors, management or sales representatives when necessary.
• Ensure compliance with rental, return, and claims policies to support customer satisfaction and protect company profitability.

Cross-Functional Collaboration

• Work closely with all internal stakeholders to secure smooth operational flows.
• Identify upselling or service opportunities during customer interactions and relay them to the appropriate Sales representative.
• Assist in various tasks, projects and responsibilities assigned by a Customer Care Supervisor or Manager

Skills and Qualifications:

• Bachelor level education.
• Strong administrative and communication skills.
• Customer-oriented mindset with problem-solving abilities.
• Strong MS Office and CRM/ERP system knowledge.
• Accuracy in data handling.
• Stress-resistant, proactive, and team-oriented.