Customer Service Representative – ESL

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Oversee daily service operations, encompassing service bookings, call-outs, maintenance, breakdowns, and emergency/entrapment requests.

• Manage technician scheduling, workload distribution, and service priorities across designated regions.

• Serve as an escalation point for customer grievances.

• Address inbound inquiries, callbacks, service updates, complaints, and escalations.

• Enter call notes, service records, customer information, and operational updates.

• Process and track purchase orders, parts orders, deposits, service agreements, and administrative tasks.

• Supervise service inboxes and workflow queues.

• Provide technical and operational triage, escalating complex or trade-specific issues as needed.

• Offer daily guidance, training, and support to Junior Coordinators.

• Conduct workflow evaluations, planning meetings, and operational follow-ups with Regional Managers.

• Ensure service activities and customer requests align with SLA, KPI, service quality, and customer satisfaction standards.

• Adhere to the Organization's Information Security Management System along with relevant policies, procedures, and guidelines.

⛳️ Requirements

• Previous experience in service coordination, scheduling, customer service, operations, or a comparable role.

• Experience in a service-oriented environment, ideally within the electrical, mechanical, construction, or related industries.

• Familiarity with coordinating field technicians, service bookings, schedules, or operational workflows.

• Proficiency in using ERP, scheduling, service management, or other pertinent operational systems is advantageous.

• Availability for day shifts.

• English as a second language (ESL) role.

🏝️ Benefits

• Highly competitive salary – paid on a weekly basis.

• Enrollment in HMO upon commencement.

• Additional HMO dependents added for each year of service.

• 20 vacation days annually.

• 7 sick days.

• Annual performance bonuses and incentives.

• Yearly salary reviews.

• Flexibility to work from home or the office – your choice.