Customer Care Operator

2 weeks ago

Pampanga Philippines Shore360, Inc. Full time

Major Responsibilities: This role involves interacting with a range of stakeholders via phone and email while using Enviro Trees’ work management system,Tree Manager (TM) , to: Manage the work order process: Create work orders in TM, ensuring high-quality information input (e.g., clear job scope). Allocate work orders to the most appropriateTree Partner based on system knowledge and understanding of allocation methods. Input communication notes into work orders. Liaise with customers to provide work order status updates and address queries. Monitor work orders to ensure progress aligns with workflow expectations. Coordinate withTree Partners for follow-ups, including: Inputting ETAs. Uploading before-and-after photos and tree details. Entering job costing information. Verify that work orders meet required standards, including completeness of photos and job information. Create quotations in line with Enviro Trees' standards based on the costing and tree details provided by the Tree Partner. Handle inbound and outbound communication with customers, Tree Partners, and the Enviro Trees team. Manage customer portals efficiently by: Providing accurate and timely updates. Uploading quotes and relevant documents, ensuring completeness and accuracy. Daily tasks as directed by the Team Leader: Use theTree Manager dashboard to prioritize and action work orders requiring attention. Seek advice and escalate issues to the Team Leader or team members as needed. Key Performance Indicators (KPIs): Service & quality levels met, including: Tree Manager (TM) entries: Clear and detailed scope of work. Well-documented before-and-after photos with descriptions. Transparent pricing justification. WP quotes correctly priced. Work order requirements fully completed before invoicing (e.g., KPIs, SHFs). Clear and professional communication (both verbal and written). Proactive problem-solving and timely escalation of issues. Efficient task completion as directed by the Team Leader. ShoreXtra Perks: Highly engaged team environment. Unlimited growth potential within the company. Challenging yet rewarding role. Fun and family-oriented workplace Silver Level referral bonus Required Attributes & Experience: Fluent in English (strong verbal and written communication skills). Previous experience in afast-paced, complex customer care environment (not a scripted role). Ability to: Work under pressure. Solve problems proactively and use initiative. Work independently with minimal supervision. Maintain high attention to detail, ensuring all required standards are met, including: Work orders completed accurately at all levels. Clear communication with customers and Tree Partners. Early escalation of potential issues to the Team Leader. Proficiency in usingtechnology platforms (Office Suite, CRM, work management systems, etc.). Willingness to learn theEnviro Trees business in detail. Ability toestablish rapport with a diverse range of stakeholders, including Tree Partners and customers. #J-18808-Ljbffr

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