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 a technology-driven platform designed to simplify wholesale operations for food businesses. Their software enhances the ordering process, supplier communication, and supply chain management, helping businesses save time and reduce errors. By providing an easy-to-use interface, they aim to streamline workflows and improve efficiency in the food industry.
About the Role
As a Customer Support Specialist, you will be responsible for assisting customers in resolving issues they face, while also identifying and addressing the root causes of these issues through process improvements. You will work to ensure customers maximize their experience, providing direct solutions and enhancing workflows to prevent recurring problems.
What you’ll do
Customer Support & Success: Assist both potential and existing customers, delivering the best possible customer experience.
Technical Problem-Solving and Prioritization: Provide technical support following a set process and suggest improvements to internal tools.
Knowledge Base & Playbook Development: Identify opportunities to improve customer self-service by enhancing processes and educational resources.
Product Advocacy: Act as the voice of customers, collaborating with internal teams to suggest product enhancements and improve processes as the company grows.
What You Bring
Educational Requirements: High school diploma required; degree in Communications, Business Administration, or IT preferred.
Relevant Experience: 3-4 years of customer support experience, preferably in a SaaS environment.
Problem-Solving: Ability to identify solutions for customer issues quickly and effectively.
Customer-First Focus: Strong dedication to delivering the best customer experience.
Attention to Detail: Ability to ensure all issues are addressed thoroughly and accurately.
Strong Communication: Excellent written and verbal communication skills.
Flexibility: Adaptability to new tasks and responsibilities.