Scheduling & Customer Service Manager – Plumbing

NZAB; Manila; On-site; PHP 724,000 - 867,000; Full time

Job summary

NZAB is seeking a proactive Customer Services & Scheduling Manager to coordinate plumbing and water specialist services. You will handle customer inquiries, bookings, and maintain ServiceM8 records, while optimizing technician schedules and ensuring timely service delivery.

You will leverage ServiceM8 experience to manage recurring maintenance bookings, coordinate with technicians, and drive high levels of customer satisfaction.

Qualifications

• Two to three years of hands-on ServiceM8 experience.
• Background in plumbing or field service operations would be beneficial.
• Proven experience in customer service, outbound calling, and appointment booking.

Responsibilities

• Handle incoming customer calls and enquiries professionally.
• Build strong customer relationships through proactive communication and follow-ups.
• Assist customers with bookings, appointment changes, service enquiries, and concerns.
• Keep customers informed about appointment updates and service progress.
• Follow up on quotes and recommended services to arrange maintenance.
• Coordinate bookings for recurring services and scheduled maintenance.
• Plan technician schedules based on location, availability, and parts.
• Confirm appointments and manage cancellations or rescheduling.
• Maintain accurate customer and job records in ServiceM8.
• Create and update jobs, assign technicians, and manage statuses.
• Monitor outstanding jobs and callbacks; coordinate invoicing handovers.
• Identify workflow improvements for better efficiency.

Skills

ServiceM8

Customer service

Scheduling

Outbound calling

Organisational skills

Tools

ServiceM8

Job description

NZAB is seeking a proactive Customer Services & Scheduling Manager to coordinate plumbing and water specialist services. You will handle customer inquiries, bookings, and maintain ServiceM8 records, while optimizing technician schedules and ensuring timely service delivery.

You will leverage ServiceM8 experience to manage recurring maintenance bookings, coordinate with technicians, and drive high levels of customer satisfaction.