Customer Support Specialist

About Penbrothers

Penbrothers is an HR & remote talent management partner and one of the fastest growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.

About the Client

Our client is the No.1 online platform for premium home services in Europe and Asia-Pacific. Currently operating in seven strategic markets: Germany, France, Switzerland, Italy, UK, Ireland, and Singapore, they offer an online platform where customers can easily book and pay for cleaning, gardening, and other household services. Our client also matches service providers with customers and ensures that the service is carried out to the customer's satisfaction. They aim to make it convenient and hassle-free for people to access reliable and professional home services.

About the Role

As a Customer Support Specialist, you will be the first point of contact for our customers, assisting them with a variety of inquiries related to cancellations, bid adjustments, booking amendments, profile updates, and post-service feedback. You will work closely with both customers and service providers to ensure a seamless experience and maintain our high standards of service.

Training will be provided, and your direct manager will provide guidance and support throughout the journey as we grow the business together. Being one of the pioneers of the team, there is potential for leadership responsibilities down the line as and when the department grows.

What you'll do

• Cancellations Handling:

  • Manage event and relationship cancellation tickets.

  • Review and process short-term cancellations (less than 48, 24, or 12 hours) by providers or customers.

  • For provider-initiated cancellations: Apply cancellation fees, adjust work status, and inform providers of the fee.

  • For customer-initiated cancellations: Process the cancellation, ensure appropriate compensation for providers, and confirm the cancellation details with the customer.

  • For short-term cancellations, contact customers to determine if a replacement service is required.

• Bid Ticket Management:

  • Assess and implement changes to bids, including date adjustments, pricing updates, and new bid creation.

  • Confirm changes with customers via email.

• Booking Amendments:

  • Handle requests for changes to existing bookings, ensuring both parties are informed and that adjustments are made accurately.

  • Typical changes include alterations to the day of the week, start time, or event duration.

• Profile Updates:

  • Process profile update requests, such as changes to address, password, and payment methods.

  • Ensure that any profile changes are reflected in existing bookings as needed.

• Failed Identification Checks:

  • Investigate failed ID checks through Onfido, verifying the validity of identification documents.

  • Update profiles accordingly: manually approve valid documents or deactivate profiles and inform providers if documents are not valid.

• Post-Service Responses:

  • Review feedback from service providers after events.

  • Determine necessary follow-up actions and contact the appropriate parties to address issues.

What You Bring

• Experience: At least 3 years in customer-facing, customer support or a related field.

• Autonomy and organization: Self-starters who are well-organized and proactive are preferred.

• Proficiency in English: Strong command of written English is essential.

• Effective communication: Comfortable conversing over the phone with internal stakeholders, including your direct manager and team members, rarely customers/providers.

• Emotional intelligence: High ability to empathize with providers and customers, fostering positive relationships and trust in the brand.

• Technical skills: Ideally, some experience with Freshworks or similar systems.

• Basic spreadsheet skills: Familiarity with Excel or Google Sheets is advantageous.

• Adaptability: Able to thrive in a dynamic environment where processes are continuously improved and new approaches are tested.

• Energy and enthusiasm: Bring a fresh, confident, and passionate attitude to the team.

• Flexibility: Ideally, open to a shift-based schedule that includes Saturdays.

Hiring Process

We utilize AI tools to enhance our hiring efficiency and ensure a fair evaluation of all candidates. As a result, candidates who passed our initial evaluations should expect an AI Interviewer as a component of our recruitment process. This is supervised by Human Talent Acquisition Experts who will also engage with you throughout your application journey.

What You'll Get

At Penbrothers, we are obsessed with creating positive employee experiences. Here you'll find an environment that nurtures learning and provides opportunities for growth. You'll have the opportunity to make an impact on fast-growing startups and dynamic companies.

• Meaningful work & Growth: We take every opportunity to stretch ourselves and deliver an excellent client experience.

• Employee as our biggest asset: We are genuinely invested in our people's career and welfare.

• Global reach & local impact: Get to work with high-growth startups and dynamic companies from the comfort of your own home.

• Powering global startups: We've created 1,400 Filipino jobs that empower global start-ups to focus on growth.