Service & Operations Manager

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

📋 Description

• Oversee incoming customer inquiries and emails, ensuring timely responses.

• Create, organize, and dispatch customer quotes.

• Follow up on quotes within one to two days of sending.

• Coordinate and schedule confirmed jobs based on technician availability, needs, location, and duration.

• Optimize technician scheduling and routing.

• Manage multiple technicians across Sydney, including assigning extra technicians for larger installation projects.

• Communicate job requirements, schedules, and updates with technicians.

• Confirm bookings, job specifics, and scheduling with customers.

• Prepare and process supplier purchase orders.

• Coordinate the ordering and delivery of equipment and materials with suppliers.

• Assist with invoices, supplier invoices, receipts, and accounts receivable follow-ups.

• Maintain precise pricing, job, and customer data in Excel and business systems.

• Manage and update Google Calendar and support CRM and job management platforms.

• Aid in managing customer inquiries through the AI receptionist system.

• Keep accurate records and fulfill administrative tasks.

• Provide general administrative assistance and support ad hoc projects.

• Potentially assist with customer and technician phone calls.

⛳️ Requirements

• Minimum of 6 years of experience in office administration, operations coordination, scheduling, or similar roles, supporting Australian businesses and clients.

• Exceptional written and verbal English skills, with confidence in professional communication with Australian customers, suppliers, and technicians.

• Strong Excel proficiency and comfort working with spreadsheets, data, and pricing details.

• Familiarity with Xero, Google Calendar, and similar business management systems.

• Experience with CRM or field service management software.

• Outstanding organizational skills and attention to detail.

• Strong time management abilities and capacity to handle multiple priorities.

• Experience in coordinating schedules, appointments, jobs, deliveries, or field-based teams.

• Strong problem-solving and decision-making capabilities.

• Confidently communicate with customers, suppliers, and internal team members via email and phone.

• Highly reliable, proactive, and capable of working independently post-training.

• Strong computer literacy and quick to learn new software and systems.

• Trustworthy and honest with a strong sense of accountability.

• Comfortable working Australian business hours and supporting a Sydney-based operation.

• Previous experience in HVAC, trades, construction, facilities management, or another home services sector (standout skill).

• Basic bookkeeping or accounts administration experience (standout skill).

• Experience with AI-powered reception or customer inquiry systems (standout skill).

🏝️ Benefits

• Excellent opportunities for career advancement.

• Chance to work in a fantastic environment.

• 100% remote work.

• Directly collaborate with an established Australian business.