JOB TITLE – JUNIOR SERVICE CRM SPECIALIST

Turn every customer concern into a smoother journey. We’re looking for a detail-focused, service-minded CRM Specialist who can keep customer cases moving, records accurate, and aftersales teams informed. If you enjoy solving problems, staying organised, and helping customers feel heard, you’ll thrive in this role.

Role Overview

As our Junior Service CRM Specialist, you’ll support the Aftersales team by managing customer enquiries and service-related cases through the CRM platform. You’ll keep customer, vehicle, and service records accurate; coordinate with internal teams to progress issues; monitor service levels; and produce clear reports that help improve the customer experience.

Key Responsibilities

· Own Customer Enquiries: Respond to customers through email, phone, CRM tickets, and web submissions with timely, professional support.

· Keep Every Interaction Visible: Log communications, update case notes, and maintain accurate customer, vehicle, and service information in the CRM.

· Manage Cases End to End: Create, monitor, and progress service cases from first contact through closure while meeting agreed service levels.

· Coordinate the Solution: Work with service advisors, customer care teams, dealerships, and internal departments to investigate and resolve concerns.

· Escalate with Purpose: Refer complex or unresolved cases promptly, follow up outstanding actions, and keep stakeholders informed.

· Support Aftersales Operations: Assist with warranty case tracking, service campaign administration, appointment follow-ups, and customer retention initiatives.

· Protect Data Quality: Support CRM audits, data cleansing, system updates, and compliance with company standards.

· Turn Data into Insight: Prepare daily, weekly, and monthly reports; monitor KPIs; maintain dashboards; and analyse feedback, case trends, and recurring issues.

· Improve the Journey: Identify opportunities to strengthen the customer experience, streamline processes, and support CRM enhancements.

Skills & Experience

· Experience in customer service, CRM administration, case management, aftersales support, or a similar coordination role.

· Clear, professional English communication across phone, email, and written case updates.

· Strong attention to detail, with accurate data entry, recordkeeping, and documentation skills.

· Confident using CRM platforms, Microsoft Excel, dashboards, and reporting tools.

· Able to prioritise enquiries, manage multiple open cases, follow up consistently, and work within SLAs.

· Practical problem-solving skills and sound judgement when escalating customer concerns.

· A collaborative approach when working with service teams, dealerships, suppliers, and internal stakeholders.

· Exposure to the automotive industry, dealership operations, vehicle servicing, warranty processes, or aftersales support is highly desirable.

What’s in It for You

• Flexibility that Fits: Hybrid options across Makati and Pampanga, on day shifts aligned with our Australian clients.

• Workspaces that Work: Modern offices built for focus, collaboration, and real productivity.

• Coffee and Good Company: Barista coffee on demand and a café bar to unwind after work.

• Meals on Us: Complimentary meals once a week on your on-site day.

• Covered from Day One: Health coverage with free dependent coverage, so you're looked after from the start.

• Compensation You Can See: Transparent salary packages with direct client involvement.

• Room to Grow: Ongoing training and real opportunities to step into bigger roles.

• An Award-Winning Home: Join a team ranked 8th Best Workplace in the Philippines and recognised among Fortune Best Workplaces in Southeast Asia.

• People Who Have Your Back: Work alongside reliable, easy-going people who care about doing great work.

• A Global Stage: Work directly with international clients and see how teams scale worldwide.

About Us
At hammerjack, we connect skilled professionals in the Philippines with growing businesses across Australia and beyond—building teams that work as true extensions of our clients. We're proud to be named among the Fortune 100 Best Workplaces in Southeast Asia and ranked the 8th Best Workplace in the Philippines.

Our Impact
Our people aren't outsourced—they're embedded. With aligned tools, shared goals, and real accountability, they deliver at the same standard and pace as onshore teams while building long-term careers they're proud of, across accounting, tech, admin, and marketing.