Service Coordinator

Location: Tabuk City or surrounding Kalinga area, Philippines
Work arrangement: Full-time, work from home initially, transitioning to our future Tabuk City office

Reports to: Philippines Office Manager

About Elite Trades Australia
Elite Trades Australia is a Melbourne-based electrical and plumbing services company delivering residential, commercial, government, maintenance and energy-efficiency projects across Victoria. Our work includes electrical and plumbing services, hot-water and heat-pump installations, property upgrades, maintenance and project delivery.
We coordinate internal field teams and subcontractors through disciplined job-management, scheduling, compliance and documentation systems. Accuracy, ownership and timely escalation are essential to keeping our field operations running effectively.

About the Role
Coordinate daily and forward schedules for electricians, plumbers, HVAC technicians and subcontractors.
Allocate jobs based on location, trade qualifications, availability, urgency, job scope and customer requirements.
Review incoming work orders, purchase orders and confirmed bookings, ensuring all required information is complete before scheduling.
Contact customers to book, confirm, reschedule and follow up on appointments.
Respond professionally and promptly to customer enquiries by phone, email and SMS.
Provide customers with accurate appointment information, access requirements and service updates.
Monitor field progress throughout the day and respond quickly to delays, cancellations, access issues and urgent jobs.
Reallocate technicians and adjust schedules when operational changes occur.
Prepare and dispatch clear job instructions, documentation and special site requirements to field teams.
Maintain accurate job cards, customer details, notes, statuses and appointment records in ServiceM8.
Ensure scheduling and operational trackers remain accurate and up to date, with no unaddressed jobs or follow-ups.
Coordinate with warehouse and procurement teams to confirm that required equipment, stock and materials are available before appointments.
Liaise with field staff, subcontractors, project managers, retailers and other stakeholders to support smooth job delivery.
Follow up on incomplete jobs, return visits, outstanding information and customer actions until resolution.
Manage customer concerns and complaints professionally, escalating complex or sensitive matters when required.
Collect and follow up on completion documents, photographs, certificates and technician notes.
Ensure completed jobs are promptly handed over for compliance review and invoicing.
Track scheduling performance, cancellations, outstanding jobs, customer response times and completion rates.
Identify scheduling conflicts, operational risks and recurring service issues, and recommend practical improvements.
Maintain customer confidentiality and represent the company professionally in all communications.

Skills and Experience Required
Minimum two years’ experience in scheduling, service coordination, dispatch, customer service or a similar operational role.
Previous experience within electrical, plumbing, HVAC, construction, maintenance or another field-service business is highly regarded.
Demonstrated ability to coordinate multiple technicians, subcontractors and customer appointments in a high-volume environment.
Strong spoken and written English, with professional telephone, email and SMS communication skills.
Excellent organisational, prioritisation and time-management skills.
Ability to manage competing priorities, urgent changes and tight deadlines without losing accuracy.
Strong customer-service skills, including the ability to manage complaints and difficult conversations professionally.
High attention to detail when entering customer, property, scheduling and job information.
Practical problem-solving skills and the ability to make sound scheduling decisions under pressure.
Confidence using job-management systems, CRM platforms, Microsoft Office and Google Workspace.
Reliable, accountable and proactive, with a strong commitment to following tasks through to completion.
Ability to work independently while communicating effectively with field staff, customers and internal teams.
Strong teamwork skills and a willingness to support wider operational requirements when needed.

Highly Regarded
Previous experience using ServiceM8 or a similar field-service management system.
Knowledge of electrical, plumbing, air-conditioning, heat-pump or property-maintenance services.
Experience managing work orders, purchase orders, job documentation and completion records.
Familiarity with route planning and Melbourne metropolitan and regional locations.
Experience coordinating employed field teams and subcontractors.
A qualification in business administration, customer service or operations is advantageous but not essential.

How to Apply and Location Details
Applicants should live in Tabuk City or within a practical commuting distance of Tabuk City.
This position will begin as a work-from-home role. The successful applicant must be willing and able to transition to working from our future Tabuk City office when it opens.
Please provide:
1. Your updated résumé.
2. A link to a 2–3-minute recorded video introduction using Loom, Google Drive, or a similar platform. In your video, please explain:
o Your previous administration or operations experience.
o Your experience with job scheduling, data entry, Excel, bookkeeping, or contractor coordination.
o Any experience using ServiceM8 or similar job-management software.
o How you maintain accuracy when managing multiple jobs and deadlines.
o Why you believe you are suitable for this position.
3. A screenshot of your current internet speed.
4. Details of your computer and backup internet or power arrangements.
5. A Photo of your workstation. At least 2 screens required.
6. Your availability to work Australian business hours.