Service Operations Coordinator

About the role

The Service Operations Assistant provides administrative, operational, and coordination support to the Aftersales Department by ensuring efficient processing of service requests, warranty claims, customer concerns, service partner coordination, and reporting activities that contribute to excellent customer satisfaction and service performance.

Key responsibilities

• Monitor and process service requests received from customers, dealers, and internal stakeholders
• Coordinate repair, installation, preventive maintenance, and product inspection schedules with authorized service centers and technicians
• Ensure service tickets are properly documented, tracked, and closed within agreed service levels
• Assist in validating warranty eligibility and supporting documents
• Process warranty claims and coordinate with service partners for completion and reimbursement requirements
• Respond to customer inquiries regarding service requests, repair status, warranty coverage, and product concerns
• Escalate unresolved issues to the appropriate personnel and monitor progress until resolution
• Liaise with accredited service centers, technicians, and third-party service providers
• Maintain service databases, customer records, and operational documentation
• Generate periodic reports on service requests, warranty claims, customer complaints, turnaround times, and service performance metrics

About you

• Bachelor's degree in business administration, Industrial Engineering, Operations Management, or any related field
• At least 1-2 years of experience in administrative support, customer service, service coordination, or operations support
• Proficient in English and Filipino, both written and verbal
• Detail oriented with accuracy and precision in handling data, documents, and system processes
• Pro-active; anticipates issues, takes initiative, and suggests improvements
• Customer-oriented; responds courteously and effectively to inquiries and support needs
• Adaptable; adjusts quickly to new systems, processes, and changing business needs
• Competencies in service coordination, customer service management, warranty administration, data management and reporting, documentation control, process compliance, problem solving, and time management