Lead, Service

Location:

PH_Quezon City_ 2F Exxa & Zeta Towers

Job Family:

Sales

Worker Type Reference:

Regular - Permanent

Pay Rate Type:

Salary

Career Level:

P3

Job ID:

R-

Introduction: A Career at HARMAN Lifestyle

We’re a global, multi-disciplinary team that’s putting the innovative power of technology to work and transforming tomorrow. As a member of HARMAN Lifestyle, you connect consumers with the power of superior sound.

• Contribute your talents to high-end, esteemed brands like JBL, Mark Levinson, Revel, Denon, and Bowers & Wilkins
• Unite your passion for audio innovation with high-tech product development
• Create pitch-perfect, cutting-edge technology that elevates the listening experience.

What You’ll Be Part Of

This position plays a critical role in elevating the customer experience, improving service center performance, and driving operational efficiency. By strengthening customer service processes and identifying revenue opportunities, the role directly contributes to customer loyalty, business growth, and overall service excellence.

In this role, you will report directly to the Operations Director, Consumer Audio APAC, with a dotted line reporting to the Director, Consumer Audio Philippines.

How You’ll Make An Impact

· Partner with the Call Center Manager to drive operational excellence, enhance customer satisfaction, and improve service efficiency by managing NPS performance and monitoring agent attendance.

· Serve as the final escalation point and key decision-maker for complex customer inquiries and service-related issues.

· Collaborate with the Philippines marketing team and the Call Center to promote seasonal sales.

· Work closely with our Philippines distributors, to enhance service operation procedures and improve repair and exchange efficiency through Harman’s third-party service provider, Solid Services.

· Manage the Philippines customer database and related service information, providing insights and analysis to support business and operational decision-making.

· Partner with Global Customer Service teams to implement best practices, optimize operational processes, and strengthen overall call center capabilities.

What Makes You A Strong Fit

· Relevant Bachelor’s Degree in Customer Service, Audiophile, Communication, Electronics

· Minimum of 3 years in role or related role.

· Proficiency in Microsoft applications, (SalesForce, Word, Excel, Powerpoint).

Bonus Points if You Have

· Hands on experience in fault finding and repairing of variety of products/ electronic items.

· Prior experience in Operation Management in setting up service standards like TAT, response time and completion time.

· Good customer handling and customer interaction skills.

· Prior experience in Consumer Electronics or FMCG industries.

· Talent and aptitude to analyze and solve problems independently.

· Excellent oral and written communication skills.

Things To Know

· Be willing to travel if required

· Any offer of employment is conditioned upon the successful completion of background reference checks.

What You Can Expect

• A hybrid work environment that balances flexibility with in-person collaboration, with most office-based roles onsite three days a week.
• Access to employee discounts on HARMAN products (including JBL, Harman / Kardon, AKG, and others).
• Learning and development opportunities through our award-winning HARMAN University programs.
• An inclusive and diverse work environment that supports both your professional and personal development.