Service Operations Lead, Customer Experience

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

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.