Customer Service Support Administrator

Setup and Location: Work from Home

Work Schedule: 9:00 AM - 6:00 PM AEDT | 6:00 AM - 4:00 PM PHT

Employment Type: Full-time

Ready to do work that actually excites you?

We're looking for a proactive and detail-oriented Customer Service Support Administrator to join our team. In this role, you'll provide essential administrative and customer support to our Field and Service Operations. You'll manage service requests, calibrations, and field jobs within Odoo, ensuring smooth scheduling, accurate documentation, and clear communication with customers and technicians. By keeping workflows organized and responsive, you'll help deliver reliable, compliant, and customer-focused service outcomes. This position reports to the Customer Experience Manager and plays a key role in supporting the Service Department's daily operations.

What You'll Do

Customer Enquiries & Frontline Support

• Act as the first point of contact for customers via phone, email, and Odoo Helpdesk.
• Provide timely, accurate information relating to products, instrumentation, and service level
• agreements (SLAs).
• Escalate technical issues to Service, Sales, or Product Managers as required.

Service & Order Administration

• Process service requests, calibration bookings, warranty claims, and sales orders in Odoo.
• Ensure purchase orders, quotes, and customer acknowledgements are logged and tracked.
• Keep customers updated on job progress, delivery dates, and service schedules.

Scheduling & Coordination

• Support the scheduling of field technicians for installations, calibrations, and maintenance visits.
• Liaise with internal teams (Service, Sales, Accounts, and Production) to coordinate activities and
• meet customer requirements.

Data & Records Management

• Maintain accurate customer profiles, equipment registers, and service histories within Odoo.
• Ensure service documentation, calibration certificates, and reports are issued correctly and on time.

Reporting & Compliance

• Generate regular reports on service tickets, turnaround times, and SLA performance for management review.
• Support compliance with processes, ISO/IEC NATA) requirements, and customer contract obligations.

Financial & Administrative Support

• Assist Accounts with credit applications, invoice processing, and customer payment follow-ups.
• Track deposits and milestone payments for projects in line with company's payment terms.

Continuous Improvement & Team Support

• Contribute ideas to improve customer service processes, Odoo workflows, and response times.
• Provide administrative support across teams to ensure seamless customer experience and operational efficiency.

What You Bring

We're looking for someone who:

• Minimum of 3 years of experience in customer service or administrative support, ideally within a technical, manufacturing, or service-based environment.
• Proficient in ERP/CRM systems, with Odoo experience highly regarded.
• Strong communication and interpersonal skills, with the ability to build professional relationships with customers, suppliers, and internal teams.
• Highly organized, detail-oriented, and capable of managing multiple priorities in a fast-paced setting.
• Skilled in Microsoft Office Suite (Word, Excel, Outlook) and collaboration tools such as
• Demonstrates accountability, integrity, and proactive problem-solving abilities.
• Able to exercise sound judgment, take initiative, and contribute effectively to a collaborative team environment.
• Knowledge of service-level agreements (SLAs), instrumentation processes, and administrative best practices is an advantage.

Why You'll Love Working Here

• HMO, Dental, and Life Insurance for you and one free dependent from day one (with the option to enroll additional dependents)
• Paid Leaves: Birthday, Vacation, Medical, and Maternity (up to 6 Vacation Leaves are convertible to cash on your anniversary)
• Employee Engagement Activities: Year-End Party, Family Day, Team Building, and more

Let's Talk

If you're thinking, "this sounds like me," it probably is. Click apply. We can't wait to meet you.