Service Operations Coordinator - Customer Support (Remote)

Yempo - Your Employees Offshore; Makati; Hybrid; PHP 223,000 - 357,000; Full time

Benefits offered by this job

Weekly pay

HMO enrollment on commencement

Dependent HMO coverage

Vacation & sick days

Annual bonuses & incentives

Salary reviews annually

Job summary

Yempo Philippines is seeking a Customer Service Representative for a dayshift, with the option to work from home or from the office. You will coordinate daily service operations, manage customer communications and support technician scheduling across regions.

The role includes inputting service notes, handling escalations, and ensuring SLA compliance, KPI targets, and quality. Competitive weekly pay, HMO on start, and annual incentives are offered.

Qualifications

• Experience in service coordination, scheduling, customer service, operations, or a similar role.
• Experience in service-based environments, preferably electrical, mechanical, construction, or related industries.
• Experience coordinating field technicians, bookings, schedules or workflows.
• Experience using ERP or service management systems.

Responsibilities

• Coordinate daily service operations including bookings, call-outs, maintenance, breakdowns and emergencies.
• Manage technician scheduling, workloads and priorities across regions.
• Act as escalation point for customer complaints.
• Handle customer inquiries, callbacks, updates, complaints and escalations.
• Input call notes, service notes, customer records and updates.
• Process and monitor purchase orders, parts orders, deposits, service agreements and admin tasks.
• Monitor service inboxes and workflow queues.
• Provide triage and escalate complex issues when needed.
• Guide and support Junior Coordinators day-to-day.
• Conduct workflow reviews and planning with Regional Managers.
• Ensure activities meet SLA, KPI service quality and customer satisfaction.

Skills

Scheduling

Customer service

Operations

Service coordination

Team coordination

Tools

ERP systems

Job description

We have an excitingdayshift opportunity available for
Customer Service Representatives (2).
Work from home or the office – you choose!

When you join Yempo, you’llfantastic benefits:

• Highly competitive salary – paid weekly!

• HMO enrollment on commencement

• Additional HMO dependents added each year of service

• 20 vacation days per year; 7 sick days

• Annual performance bonuses and incentives
• Annual salary reviews

Role

You are responsible for coordinating daily service operations, managing customer communication, and supporting the efficient delivery of service activities. The role involves coordinating technician schedules and workloads, managing service bookings and emergency call-outs, handling customer concerns and escalations, and maintaining
accurate service and administrative records.

Key Responsibilities

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

• Manage technician scheduling, workload allocation, and service priorities across assigned regions.
• Act as an escalation point for customer complaints
• Handle customer communication, including inbound enquiries, callbacks, service updates, complaints, and escalations.

• Input call notes, service notes, customer records, and operational updates.

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

• Monitor service inboxes and workflow queues
• Provide technical and operational triage, escalating complex or trade-specific issues when necessary.
• Provide day-to-day guidance, training, and support to Junior Coordinators.
• Conduct workflow reviews, planning meetings, and operational follow-ups with Regional Managers
• Ensure service activities and customer requests are handled in line with SLA, KPI, service quality, and customer satisfaction expectations.

• Comply with the Organization's Information Security Management System, including applicable information security policies, procedures & guidelines.

YourQualifications

• Prior experience in service coordination, scheduling, customer service, operations, or a similar role.

• Experience working in a service-based environment, preferably within the electrical, mechanical, construction, or related industry.

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

• Experience using ERP, scheduling, service management, or other relevant operational systems is beneficial.
  
  

Disclaimer for salary ranges.Yempoprovidesan indicative range of salary that wedeemrelevant for the advertised role. This may be adjusted for the skills and experience of the selected candidate.