Operations Support Specialist (ServiceM8 + Xero)

BruntWork; Philippines; Remote; PHP 1,276,000 - 1,985,000; Full time

Benefits offered by this job

Permanent work from home

Job summary

BruntWork in the Philippines is looking for an Operations Support Specialist to boost operational efficiency, handle after-hours inquiries, and manage data entry across ServiceM8, Lana, and Xero.

You will maintain digital records, develop SOPs, and produce monthly performance reports while supporting a remote Australian client. This role aligns with a 30-hour work week and potential weekend work.

Qualifications

• Experience in administrative support, customer service or data entry.
• Familiarity with ServiceM8, Lana or Xero is a plus.
• Strong organizational skills and attention to detail.

Responsibilities

• Monitor and process after-hours customer inquiries from the call service.
• Input new customer details and job requests into ServiceM8 daily.
• Communicate with customers via ServiceM8 and Lana to acknowledge inquiries and schedule bookings.
• Escalate urgent issues to management per protocols.
• Compile weekly and monthly sales data from ServiceM8 and other platforms.
• Prepare regular KPI reports for management review.

Skills

Administrative support

Data entry

Customer service

Communication skills

Tools

ServiceM8

Lana

Xero

Job description

Our client is looking for an Operations Support Specialist to enhance operational efficiency, support business growth, and improve the work-life balance of the founders. By taking ownership of key administrative, customer engagement, and data management tasks, this specialist will directly contribute to the company's scalability, resilience, and strategic data-driven decision-making while alleviating pressure on existing internal staff.

Schedule

Monday - Friday, 4:00 PM - 10:00 PM Sydney, AU Time (30 work hours per week)

NOTE: Potential work on weekends with a minimum of 2 hours.

Responsibilities

• Monitor and process incoming after-hours customer inquiries from the call answering service.
• Accurately input new customer details and job requests into ServiceM8 daily.
• Proactively communicate with customers via ServiceM8 and Lana software to acknowledge inquiries, provide updates, and schedule next-day bookings.
• Escalate urgent after-hours customer issues to management according to established protocols.
• Extract and compile individual service technician sales figures from ServiceM8 weekly.
• Compile overall business sales data from ServiceM8 and other designated software platforms fortnightly.
• Prepare regular summary reports of key sales performance indicators for management review monthly.
• Process and verify compliance certificates and manage all required paperwork for the Victorian Energy Upgrade (VEU) Program.
• Accurately upload all necessary VEU program documentation to the designated online government rebate system.
• Track the status of submitted VEU applications and follow up on any pending items or queries weekly.
• Maintain organized digital records of all VEU paperwork and submissions.
• Document existing administrative workflows, particularly for after-hours customer support and VEU program processing.
• Create comprehensive Standard Operating Procedures (SOPs) for all recurring tasks within the role's scope.
• Develop and maintain a searchable knowledge base for common customer queries and internal processes.
• Update existing process documentation as systems or workflows evolve.

Requirements

• Proven comfort and proficiency with business software; familiarity with ServiceM8, Lana, or Xero is a significant advantage.
• Prior experience in administrative support, customer service, or data entry roles is preferred.
• Experience working with an Australian client or company is an advantage.
• Exceptional organizational skills and meticulous attention to detail, particularly for data entry and documentation.
• Strong written and verbal communication skills for clear customer interaction and internal reporting.
• Permanent work from home
• Immediate hiring

*Pay can be received in USD if you have a USD account.