Customer Representative – Maintenance Liaison

2 weeks ago

Work from Home, Philippines nightowl consulting Full time ₱80,000 - ₱120,000 per year
Description

We are seeking a proactive and detail-oriented Customer Representative to act as a liaison between our client, Electric Vehicle (EV) charging infrastructure, and their partnered maintenance. You will be responsible for managing service requests, coordinating technician dispatch, ensuring issue resolution within defined Service Level Agreements (SLAs), and supporting operational efficiency through clear communication and follow-up.

Key Responsibilities
  • Act as the primary point of contact between clients and the internal maintenance/technical team for service-related concerns.
  • Generate and manage support tickets for maintenance requests and incidents related to EV charging stations.
  • Monitor open tickets to ensure timely responses and resolution in alignment with SLA targets.
  • Coordinate technician dispatch, including scheduling, routing, and follow-up communication with field teams and clients.
  • Place and track service orders for parts, equipment, and third-party vendor services when needed.
  • Maintain accurate and detailed logs of all interactions, actions taken, and ticket statuses in the CRM or ticketing system.
  • Proactively update clients on service status, ETAs, and resolution steps to ensure a high level of customer satisfaction.
  • Collaborate with internal departments such as Field Operations, Logistics, and Customer Success to resolve issues effectively.
  • Analyze common issues and flag recurring problems for process improvement.
Skills, Knowledge and Expertise
  • Strong customer service and communication skills (both verbal and written)
  • Ability to manage and prioritize multiple service requests efficiently
  • Experience handling CRM or ticketing systems for logging and tracking support issues
  • Knowledge of Service Level Agreements (SLAs) and commitment to meeting response/resolution targets
  • Skill in coordinating technician dispatch, scheduling, and routing field teams
  • Proficiency in monitoring, updating, and closing support tickets in a timely and accurate manner
  • Ability to place and track service orders for parts, equipment, and vendor services
  • Detail-oriented with strong documentation and record-keeping abilities
  • Proactive in providing updates to clients and maintaining clear, transparent communication
  • Collaborative mindset; able to work effectively with Field Operations, Logistics, and Customer Success teams
  • Analytical thinking for identifying recurring issues and suggesting process improvements
  • Basic understanding of technical or maintenance operations, ideally within the EV charging or related infrastructure industry
  • Strong organizational and time management skills in a fast-paced environment
  • Customer-focused attitude with a problem-solving approach
  • Proficiency with Microsoft Office and other communication or ticketing tools
Benefits
  • Above market salary
  • HMO on Day 1 for principal and two dependents
  • Government-mandated benefits
  • Performance-based Incentives
  • Quarterly Company Events
  • 1,000 PHP De Minimis
  • Equipment and software provided
About NightOwl Consulting

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