Lead, Service

HARMAN International; Quezon City; Hybrid; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Hybrid work model

Employee discounts on Harman products

Harman University programs

Inclusive work environment

Job summary

HARMAN Lifestyle in the Philippines seeks an operations professional to elevate the customer experience in APAC. You will report to the Operations Director, Consumer Audio APAC, and collaborate with the Call Center and marketing teams to drive service excellence.

Responsibilities include optimizing NPS, handling complex inquiries, coordinating with distributors and third‑party service providers, and delivering data‑driven insights for business decisions.

Qualifications

• Relevant Bachelor's degree in Engineering, Customer Service, Audiophile, Communication, or Electronics.
• Minimum of 3 years in role or related role.
• Proficiency in Microsoft applications, including Salesforce, Word, Excel, and PowerPoint.

Responsibilities

• Partner with the Call Center Manager to drive operational excellence, enhance customer satisfaction, and improve service efficiency by managing NPS performance and monitoring agent attendance.
• Serve as the final escalation point and key decision‑maker for complex customer inquiries and service‑related issues.
• Collaborate with the Philippines marketing team and the Call Center to promote seasonal sales.
• Work closely with our Philippines distributors, to enhance service operation procedures and improve repair and exchange efficiency through Harman’s third‑party service provider, Solid Services.
• Manage the Philippines customer database and related service information, providing insights and analysis to support business and operational decision‑making.
• Partner with Global Customer Service teams to implement best practices, optimize operational processes, and strengthen overall call center capabilities.

Skills

NPS management

Call Center

Operational Excellence

Customer Service

Data Analysis

Salesforce

Excel

Education

Bachelor’s degree in relevant field

Tools

Salesforce

Microsoft Excel

PowerPoint

Word

Job description

Introduction: A Career at HARMAN Lifestyle

We’re a global, multi-disciplinary team that’s putting the innovative power of technology to work and transforming tomorrow. As a member of HARMAN Lifestyle, you connect consumers with the power of superior sound.

• Contribute your talents to high-end, esteemed brands like JBL, Mark Levinson, Revel, Denon, and Bowers & Wilkins
• Unite your passion for audio innovation with high-tech product development
• Create pitch-perfect, cutting‑edge technology that elevates the listening experience.

What You’ll Be Part Of

This position plays a critical role in elevating the customer experience, improving service center performance, and driving operational efficiency. By strengthening customer service processes and identifying revenue opportunities, the role directly contributes to customer loyalty, business growth, and overall service excellence. In this role, you will report directly to the Operations Director, Consumer Audio APAC, with a dotted line reporting to the Director, Consumer Audio Philippines.

How You’ll Make An Impact

• Partner with the Call Center Manager to drive operational excellence, enhance customer satisfaction, and improve service efficiency by managing NPS performance and monitoring agent attendance.
• Serve as the final escalation point and key decision‑maker for complex customer inquiries and service‑related issues.
• Collaborate with the Philippines marketing team and the Call Center to promote seasonal sales.
• Work closely with our Philippines distributors, to enhance service operation procedures and improve repair and exchange efficiency through Harman’s third‑party service provider, Solid Services.
• Manage the Philippines customer database and related service information, providing insights and analysis to support business and operational decision‑making.
• Partner with Global Customer Service teams to implement best practices, optimize operational processes, and strengthen overall call center capabilities.

What Makes You A Strong Fit

• Relevant Bachelor’s Degree in Engineering, Customer Service, Audiophile, Communication, Electronics.
• Minimum of 3 years in role or related role.
• Proficiency in Microsoft applications, (SalesForce, Word, Excel, Powerpoint).

Bonus Points if You Have

• Hands on experience in fault finding and repairing of variety of products/ electronic items.
• Prior experience in Operation Management in setting up service standards like TAT, response time and completion time.
• Good customer handling and customer interaction skills.
• Prior experience in Consumer Electronics or FMCG industries.
• Talent and aptitude to analyze and solve problems independently.
• Excellent oral and written communication skills.

Things To Know

• Be willing to travel if required
• Any offer of employment is conditioned upon the successful completion of background reference checks.

What You Can Expect

• A hybrid work environment that balances flexibility with in‑person collaboration, with most office‑based roles onsite three days a week.
• Access to employee discounts on HARMAN products (including JBL, Harman / Kardon, AKG, and others).
• Learning and development opportunities through our award‑winning HARMAN University programs.
• An inclusive and diverse work environment that supports both your professional and personal development.

You Belong Here

HARMAN is committed to making every employee feel welcomed, valued, and empowered. No matter what role you play, we encourage you to share your ideas, voice your distinct perspective, and bring your whole self with you – all within a support‑minded culture that celebrates what makes each of us unique. We also recognize that learning is a lifelong pursuit and want you to flourish. We proudly offer added opportunities for training, development, and continuing education, further empowering you to live the career you want.

About HARMAN: Where Innovation Unleashes Next‑Level Technology

Ever since the 1920s, we’ve been amplifying the sense of sound. Today, that legacy endures, with integrated technology platforms that make the world smarter, safer, and more connected. Across automotive, lifestyle, and digital transformation solutions, we create innovative technologies that turn ordinary moments into extraordinary experiences. Our renowned automotive and lifestyle solutions can be found everywhere, from the music we play in our cars and homes to venues that feature today’s most sought‑after performers, while our digital transformation solutions serve humanity by addressing the world’s ever‑evolving needs and demands. Marketing our award‑winning portfolio under 16 iconic brands, such as JBL, Mark Levinson, and Revel, we set ourselves apart by exceeding the highest engineering and design standards for our customers, our partners and each other.

Important Notice: Recruitment Scams

Please be aware that HARMAN recruiters will always communicate with you from an '@harman.com', ‘@careers.harman.com’ or ‘harmanglobal.avature.net’ email address. We will never ask for payments, banking, credit card, personal financial information or access to your LinkedIn/email account during the screening, interview, or recruitment process. If you are asked for such information or receive communication from an email address not ending in one of the above email domains about a job with HARMAN, please cease communication immediately and report the incident to us through: [e-mail].

Equal Opportunity Statement

HARMAN is proud to be an Equal Opportunity employer. HARMAN strives to hire the best qualified candidates and is committed to building a workforce representative of the diverse marketplaces and communities of our global colleagues and customers. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. HARMAN attracts, hires, and develops employees based on merit, qualifications and job‑related performance. (www.harman.com)