Warranty Admin/Operations Specialist (Back Office - Onsite)
Warranty Admin/Operations Specialist (Back Office - Onsite)
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1 Vacancy
Job Description
Employment Type: Full-Time Employment
Work Setup: Hybrid (Onsite for 6 months hybrid after)
Work Schedule: Night Shift (Following U.S. Eastern Time Zone)
Location: Eastwood Libis Quezon City
Salary Package: 20000 PHP to 30000 PHP/Monthly
This position is responsible for locating scheduling and ensuring service events take place for our builder partners and consumers within a condensed time frame. The primary goal is to provide the consumer and key builder partners with an effortless experience. The position requires a results-driven fast-paced individual who can drive best in class customer service by exceeding consumer and customer expectations. Within this role the individual will work on more complex and non-routine requests for service partnering with the Contract Sales Team Warranty Teams Client Service Team Customer Engagement Center Builders and Consumers.
Essential Duties and Responsibilities:
- Ensure beginning to end resolution of all assigned service escalation files for our key national builder partners and consumers utilizing SAP CRM ServicePower.
- Achieve departmental KPI (65 service escalation files cycle time 24 hours).
- Research the consumer history to gain understanding of service history and use it as a foundation for making decisions on resolution.
- Locate Clients Service for service requests and schedule service for earliest available date.
- Negotiate same day/sooner service with Clients Service to provide most timely resolution.
- Coordinate with key national builder partners for replacements and returns as needed.
- Maintain a strong relationship with our key national builder partners and service delivery network.
- Coordinate with Clients Service Routing Team to secure service appointments for consumers.
- Process parts orders for direct shipment when needed to expedite service resolution.
- Coordinate with key national builder partners to ensure builder/consumer expectations are met.
- Provide daily reporting to supervisor on final resolution on service escalations worked.
- Communicate information on policies and procedures to key Builder Partners and consumers surrounding warranty coverage.
- Communicate service trends to leadership team to increase service coverage and decrease capacity gaps.
- Promote teamwork and positive interaction amongst customers both internal and external.
- Contribute to a positive energetic and high-performing team culture.
- Maintain a professional and positive demeanor at all times.
- Make recommendations for re-engineering existing processes to gain maximum efficiency.
- Maintain a dedication to providing exceptional customer service across multiple communication channels.
Additional attributes required:
- Strong problem solving negotiation and critical thinking skills
- Excellent interpersonal and communication skills (written and verbal)
- Commitment to customer satisfaction
- Ability to adapt to and quickly learn new systems and processes
- Maintains an open mind and has a strong comfort level with change
- Accountable dependable and punctual
- Demonstrated ability to set priorities meet deadlines and multi-task
Preferred Work Experience/Skills:
- Bachelors Degree or atleast College level
- Minimum 2 years of relevant work experience including background in customer service processing escalations.
- Experience with all Microsoft Office tools (Excel Word and Outlook)
- SAP ServicePower and Mainframe experience preferred.
- Amenable to work following US Timezone.
- Must be willing to work onsite office location is in Eastwood Libis Quezon City.
WHY INTELASSIST
We grow together. We value your effort. We aim to empower you.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
