Junior Service CRM Specialist (JAC0002)

About Us
hammerjack connects skilled professionals in the Philippines with growing businesses across Australia and beyond. The focus is simple: build teams that work as true extensions of their clients through the right people, clear systems, and consistent delivery.

Recognition over the past few years reflects that approach. hammerjack has been named among the Fortune 100 Best Workplaces in Southeast Asia and ranked 8^th Best Workplace in the Philippines, reinforcing the kind of environment being built for both clients and employees.

Our Impact
Teams are embedded, not outsourced in the traditional sense. That means aligned tools, shared expectations, and real accountability. The result is work that moves at the same pace and standard as onshore teams.

Across accounting, tech, admin, and marketing roles, professionals are contributing directly to business outcomes while building long-term careers.

The Role

Key Responsibilities

• Manage and respond to customer enquiries via email, online channels, and phone;
• Log, track, and maintain customer cases using Excel and internal tracking tools;
• Coordinate with internal departments to investigate and resolve customer issues;
• Escalate complex cases and ensure timely follow-up and resolution;
• Maintain accurate customer records and case documentation;
• Provide general administrative support to the Aftersales/CRM team;
• Generate reports from Pentana for OEM China HQ reporting and internal analysis;
• Prepare summaries of customer cases, trends, and recurring issues;
• Support customer satisfaction and continuous improvement initiatives;
• Process warranty claims accurately and in a timely manner, ensuring compliance with manufacturer and company requirements;
• Maintain warranty records and perform associated data entry and administration tasks;
• Prepare and manage parts reporting, inventory records, and related administrative documentation;
• Liaise with dealerships, suppliers, and internal departments to support warranty and parts operations.

Skills and Experience

• Local Australian automotive industry experience, with a good understanding of dealership operations, customer expectations, and market practices;
• Strong customer conflict resolution and problem-solving skills, with the ability to manage challenging situations professionally;
• Experience working in a frontline automotive service department environment with a sound knowledge of automotive service, warranty, and parts processes;
• Proven ability to liaise effectively with customers, dealerships, suppliers, and internal stakeholders to support efficient issue resolution;
• High level of attention to detail and accuracy in data entry and administrative tasks;
• Strong communication and organizational skills with the ability to manage multiple cases and competing priorities effectively;

• Experience with Pentana is highly regarded (training provided if required);
• Proficient in Microsoft Excel and reporting tools.

What’s in It for You

Flexibility: Work hybrid with options across Makati and Pampanga, aligned to day shift roles with Australian clients.
Workspaces that Work: Modern offices designed for focus, collaboration, and real productivity.
Coffee and After-Hours Drinks: Barista coffee on demand and a café bar to unwind after work.
Meals Covered: Complimentary meals once a week on your onsite day.
Health Coverage from Day One: Includes dependent options, so you’re covered from the start.
Competitive Compensation: Transparent salary packages with direct client involvement.
Career Growth: Ongoing training and real opportunities to step into bigger roles.
Recognised Workplace: Part of a team ranked 8^th Best Workplace in the Philippines and recognised among Fortune Best Workplaces in Southeast Asia.
Supportive Team Environment: Work with people who are easy to work with, reliable, and invested in doing good work.
Global Exposure: Work directly with international clients and be part of how teams scale globally.