Project-based Customer Service Specialist (WFH)

About Penbrothers

Penbrothers is a leading HR and remote talent management partner, at the forefront of innovation in the Philippines. We're a fast-growing company that connects talented Filipinos with global opportunities at high-growth startups and dynamic companies, allowing them to thrive from the comfort of their homes.

About The Client

Our client is a gaming chair company and current market leader in Malaysia with annual revenue of RM50m. They are present in 5 markets including Malaysia and the Philippines, with fast expansion plans to become a global brand. The company serves comfort to those long hours in helping their users achieve greater productivity and performance. They dedicate themselves to creating gaming chairs of unmatched comfort. Our client believes their users are the ones who ultimately shape the future of the world and want to be the one to seat them through this incredible journey.

About The Role

We are seeking a dynamic and empathetic Customer Service Specialist to join our team. This role is crucial in ensuring exceptional customer experiences by addressing inquiries, resolving issues, and providing support through various channels, including WhatsApp, email, and social media. Serving customers in Singapore and Australia, you will play a pivotal role in fostering brand loyalty and maintaining our high customer service standards.

What You’Ll Do

• Professionally handle and promptly respond to 80-150 daily customer inquiries across multiple platforms, including Amazon chat, WhatsApp, email, and social media.
• Resolve customer complaints and issues related to product inquiries, order statuses, delivery concerns, and troubleshooting by providing appropriate solutions within specified timeframes.
• Maintain and update accurate customer records, ensuring all interactions are documented in the system.
• Assist with basic order processing and account management tasks.
• Provide suggestions to enhance customer service scripts, FAQs, and processes based on recurring customer feedback.
• Escalate complex cases to the relevant departments and ensure follow-through for resolution.
• Collaborate with team members to enhance customer satisfaction and streamline service processes.
• Gather and report customer feedback to identify opportunities for process improvement.
• Stay up-to-date on products, policies, and best practices by actively participating in team meetings and training sessions.

Requirements

What You Bring

• A high school diploma or equivalent is required; additional certifications in customer service are advantageous.
• A minimum of 3 years of customer service experience, ideally in e-commerce or retail. Entry-level candidates with strong interpersonal skills are also encouraged to apply.
• Excellent verbal and written communication skills in English; proficiency in additional languages is a plus.
• Familiarity with customer service tools and ticketing systems is preferred.
• Strong attention to detail, organizational skills, and problem-solving abilities.
• Proficiency in basic computer skills, including email, chat applications, and Microsoft Office.
• A positive attitude, eagerness to learn, and the ability to work in a fast-paced environment.
• Empathy and strong interpersonal skills to effectively manage diverse customer interactions.
• Flexibility to work weekends, holidays, and shifts during peak periods, as needed.

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.