The posting
The Mr Group is a leading Australian service provider known for delivering exceptional customer experiences and high-quality results across its three distinct service brands: Mr Antennas, Mr Gutter Cleaning, and Mr Pest Controller.
Our high-performing, Manila-based operations team is dedicated to supporting the Australian market. This role acts as our company's ultimate safety net, functioning as our core version of quality control. You will be responsible for ensuring that all field jobs are fully completed in strict alignment with the specific obligations of our technicians, that internal data is flawless, and that our clients are completely satisfied.
You will be the final line of defense protecting our brand reputation, ensuring absolute administrative compliance, and securing maximum customer retention.
Health and dental insurance (HMO), paid leave, and an operational performance bonus tied directly to job card audit accuracy, error detection rates, and customer satisfaction metrics + 2,000 Attendance Bonus.
Technical Compliance & Job Card Scrutiny
- Technician Obligation Audit: Review all closed job files to verify that field technicians completely fulfilled all technical and operational obligations associated with the specific service type (Antennas, Gutter Cleaning, or Pest Control).
- Data Accuracy Verification: Scrutinize every job card to ensure all appropriate, required, and accurate information has been fully recorded within the company systems.
- Discrepancy Reporting: Proactively flag and investigate incomplete records, mismatched job descriptions, or missing technical documentation, holding field personnel accountable to data standards.
Client Satisfaction & Customer Care
- Post-Job Outbound Engagement: Call the client at the end of every completed job to conduct a formal quality control check.
- Satisfaction Verification: Actively engage with clients to ensure they are fully satisfied with the service provided and explicitly confirm that there are no remaining issues or concerns.
- Issue Resolution & Escalation: Act as an empathetic, solution-oriented advocate if a client expresses dissatisfaction; document their concerns meticulously and escalate technical issues to operations managers for immediate rectification.
System Hygiene & Administration
- CRM Documentation: Maintain flawless, real-time notation of all post-job audit outcomes, client survey results, and follow-up activities within the Bolt CRM.
- Compliance Tracking: Compile trends and observations regarding common technician errors or frequent client concerns to assist management in refining operational training.
Customer Retention, Dormant Jobs & Inquiry Management
- Dormant Job Reactivation: Review dormant, inactive, or pending jobs and proactively contact customers to understand why work has not proceeded. Where approved, offer company-authorized discounts or promotional incentives to encourage customers to reactivate and proceed with their booking.
- Inquiry & Quote Follow-Up: Follow up on customer inquiries and outstanding quotations, answer questions, address objections, and provide accurate information to help customers make informed decisions.
- Customer Retention: Identify opportunities to retain customers who may be considering cancelling or delaying services by providing appropriate solutions and escalating complex concerns when necessary.
- Opportunity Identification: Recognize opportunities to recover lost jobs while maintaining a customer-first approach and protecting company profitability.
- CRM Documentation: Accurately document all customer interactions, discounts offered, outcomes, and follow-up activities within the Bolt CRM to ensure complete visibility and accountability.
- Performance Monitoring: Track dormant job recovery, inquiry response times, quote conversion, and customer retention outcomes, providing feedback and recommendations for continuous improvement.
- Experience: Minimum 2+ Years of Experience in a quality assurance, compliance auditing, customer care, or specialized call center role, preferably serving an Australian or Western market with high service standards.
- Analytical Mindset: Exceptional diligence with a natural ability to spot anomalies, missing fields, or technical inconsistencies in dense job cards.
- Communication Mastery: Exceptional English fluency (written and verbal) with an accent-neutral, warm, and highly professional telephone demeanor capable of managing sensitive customer feedback calls.
- Technical Proficiency: High comfort level navigating Bolt CRM or similar work-order management systems, alongside general office productivity software.
- Diligence & Integrity: High administrative stamina and an uncompromising approach to quality control metrics; someone who values absolute accuracy over shortcuts.
- Attention to Detail & Critical Thinking: Exceptional attention to detail with strong analytical and critical thinking skills. Able to identify inconsistencies, investigate discrepancies, assess information objectively, and make sound, well-reasoned decisions.
- Problem Solving: Strong ability to identify root causes, resolve customer concerns, and recommend practical solutions while maintaining high service standards.
- Customer Relationship Management: Excellent customer service and relationship-building skills with the ability to manage difficult conversations professionally and empathetically.
- Time Management & Prioritisation: Ability to effectively manage multiple audits, customer follow-ups, and administrative tasks while meeting deadlines and maintaining quality.
- Decision Making: Confident in making informed decisions within company guidelines and knowing when to escalate matters appropriately.
- Sales Awareness: Ability to identify customer retention opportunities and confidently present approved promotions or discounts to encourage dormant job reactivation without compromising customer trust.
- Experience with CRM software and data management tools.
- Background in auditing or a related field is highly desirable.
- Capability to work independently and make well-informed decisions.
- Familiarity with the technical or service industry is a plus.
