Consumer Experience Specialist

About Penbrothers

Penbrothers is an HR and remote talent management partner and one of the fastest-growing companies in the Philippines. We connect talented Filipinos to global opportunities with high-growth startups and dynamic companies, enabling them to build careers from the comfort of their own homes. We provide end-to-end support in recruitment, HR, payroll, compliance, and employee engagement - creating an environment where talent can thrive and global companies can grow.

About the Client

Our client designs, sells, and supports premium residential solar solutions for discerning homeowners. They serve high-end, well-educated landed homeowners (e.g., senior professionals, lawyers, doctors, senior executives). Sales are conducted via an online platform with on-camera consultations, and the Customer Experience (CX) team operates a high-touch, SLA-driven service desk integrated with Operations & Maintenance (O&M).

About the Role

The Consumer Experience Specialist (Customer Care) will own the post-sale homeowner journey from handover to steady-state operations. This role is accountable for delivering a premium, proactive support experience across timelines, installation readiness, and billing. The specialist will take full ownership of communications on delays, invoicing, collections, and payment setups, while coordinating O&M work orders and ensuring clear, audit-ready updates to homeowners.

What you'll do

• Operate the service desk (HubSpot/Zendesk): triage, categorize, prioritize, and assign tickets per SLA.

• Diagnose remotely using product training, inverter portals/logs, and checklists; maximize first-contact resolution.

• Create and schedule O&M work orders; coordinate with installers/LEW; confirm parts availability and site access.

• Provide timely, empathetic homeowner updates and post-resolution summaries; maintain audit-ready records.

• Escalate P1 safety issues immediately to on-call engineers and management; follow incident protocol.

• Maintain/expand the knowledge base (FAQs, troubleshooting trees, videos); suggest product/UX improvements.

• Track warranty/RMA cases with suppliers; ensure replacements and documentation are completed on time.

• Monitor fleet health and performance alerts; trigger proactive outreach before customers notice issues.

• Collaborate with Sales/Install teams for clean handovers and expectation setting; close the loop on feedback.

• Protect customer data (PDPA) and follow call-recording, consent, and documentation standards.

What You Bring

• At least 2-4 years in customer support/service desk for technical products (solar, IoT, telecoms, home energy preferred).

• Excellent written and spoken English; calm, neutral tone; confident with senior, exacting clients.

• Strong troubleshooting mindset; able to read basic inverter data/alerts and follow safety checklists.

• Service desk tools (HubSpot Service/Zendesk), call systems (JustCall), and documentation discipline.

• Knowledge of the Singapore context (landed homes, scheduling norms, PDPA basics) is a plus.

• Diploma or degree preferred; relevant certifications advantageous.
  

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.