Customer Care Operator

5 days ago

Cebu City, Central Visayas, Philippines JOBS360 Full time $40,000 - $60,000 per year

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 appropriate Tree 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 with Tree 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 the Tree Manager dashboard to prioritize and action work orders requiring attention.

  • Seek advice and escalate issues to the Team Leader or team members as needed.

Required Attributes & Experience:

  • Fluent in English (strong verbal and written communication skills).
  • Previous experience in a fast-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 using technology platforms (Office Suite, CRM, work management systems, etc.).
    • Willingness to learn the Enviro Trees business in detail.
    • Ability to establish rapport with a diverse range of stakeholders, including Tree Partners and customers.

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

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