Service Operations Administrator

The Service Operations Administrator is responsible for monitoring and maintaining Core Connect assuring the client offers excellent customer service through our online customer experience tools. The Primary responsibility is to assist partners and customers with sign up and general usage of Core Connect and FSL, Data Management in Salesforce, Open Order and Parts Backlog Management, with secondary responsibilities that include technical drawing alignment, knowledge maintenance and service revenue review.

• Handle Inbound/Outbound phone and email inquiries using customer service skills.
• Handle the updating of Service assets/install bases and setup of recurring WO visits.
• Creating Salesforce Reports and Dashboards.
• Core Connect/FSL Management and Training including contact creation, cleanup, and training for customers and providers/dealers.
• Account clean-up within Salesforce; ensuring the hierarchies accounts and contacts are accurate.
• SFDC Data Cleanup.
• Service Revenue prioritization and reporting.
• Spare Parts Management.
• Knowledge article creation and management to include technical drawings, SVGs (smart drawings linked to eCommerce), software and technical documentation and procedures.

• Proficient with MS Office (Word, Excel, PowerPoint, and Outlook), Oracle and Salesforce experience a plus.
• 2 year college degree or equivalent experience.
• Minimum 3 years previous administrative and data entry experience.
• At least 2 years customer service experience.
• Show initiative and the ability to work independently.
• Exhibit exceptional verbal and written communication skills along with a strong work ethic.
• Must be driven to meet goals and critical numbers.
• Must have exceptional organizational and time management skills and maintain a professional demeanor.
• Needs to maintain a high level of energy and enthusiasm while working in a team atmosphere.
• Ability to remain focused and persevere through negative reactions on phone.
• Other Service Operations Projects and Tasks as assigned by Service Operations Manager and Service Management Team.
• Must be amenable to work on a night shift and graveyard shift
• Amenable to work onsite in BGC Taguig or Cebu

 

We are HGS Offshore Staffing Solutions, a premier global partner in building offshore teams in the Philippines, with over 1,500 professionals across Metro Manila and Cebu.

Our goal is to ignite global potential by connecting exceptional talent with companies worldwide. We are committed to propelling your career forward by providing opportunities for growth, where your expertise can flourish in any field. Here, you'll have access to global industries, continuous training opportunities, and a culture where your voice always matters.

At HGS, we go beyond recruiting talented individuals, we cultivate a vibrant community. You'll be able to grow alongside your peers through professional development opportunities at your fingertips and connect with teammates during exciting company events. Our monthly huddles keep you connected with your team and colleagues. We also foster a dynamic community with our charity initiatives, reminding us that our careers can make a real difference. Whether you work remotely or side-by-side, you are always part of the team at HGS.