CPS Support – Operations Coordinator

Role Overview

• Assist with everyday CPS account hygiene including:
• Migrating customer contact details (proof or purchase, phone numbers) between internal platforms
• Resolving missing or duplicated products
• Verifying transaction records between internal platforms
• Support the CPS team with common questions regarding Login and access issues
• Verification and identity check troubleshooting
• Billing, payments, invoices, and refunds
• Escalate technical, billing, or service issues
• Log incidents or service requests with clear reproduction steps and customer context
• Track open issues and follow up with internal teams until closure
• Support day-to-day operational and administrative tasks within the repairs and loan services workflow
• Migrate CPS Service and Repair requests to workshop
• Manage CPS data between ERP, CRM and CDSS system
• Follow documented processes and standard operating procedures to ensure consistency and compliance
• Assist with updates to internal systems, platform changes, or process improvements
• Identify and report discrepancies, missing information, or system errors
• Handle customer and financial data with care, maintaining confidentiality and data security at all times
• Communicate effectively with internal teams to support smooth repair and loan operations in a remote environment
• Maintain internal logs of:
• Active customer issues
• Billing disputes and refunds
• Known system bugs or workarounds
• Keep standard responses, troubleshooting steps, and FAQs current as issues evolve.
• Provide periodic summaries of recurring customer issues to help inform improvements.

Requirements

• Experience with platform migrations or system incidents
• Experience in a customer support, operations, or service desk role (digital environment preferred)
• Excellent attention to detail and case tracking discipline
• Confidence managing multiple issues in parallel
• Comfortable learning new internal systems and processes
• Experience with platforms, Salesforce, CDSS, D365, ServiceNow, Magento
• Exposure to subscription‑based products or online memberships
• Technical curiosity and ability to follow troubleshooting flows

Tech Stack

• ERP
• Magento
• ServiceNow

Benefits

• Flexible working arrangements
• Professional development opportunities