Warranty Admin/Operations Specialist (Back Office - Onsite)

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: 20,000 PHP to 30,000 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 Client's Service for service requests and schedule service for earliest available date.
• Negotiate same day/sooner service with Client's 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 Client's 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:

• Bachelor's 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?
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