Customer Support - Operations Specialist

March 12

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Penbrothers

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Penbrothers is a leading provider of remote staffing solutions based in the Philippines. The company specializes in helping businesses find, hire, and manage top Filipino talent, offering a seamless onboarding process and comprehensive HR support. By streamlining administrative tasks such as payroll and compliance, Penbrothers allows companies to focus on their core objectives while building effective, high-performing remote teams. Their mission revolves around humanizing growth, ensuring that both business success and employee well-being are prioritized.

Talent Acquisition • Employment and Onboarding • HR Management and Payroll • Compliance • Office Space

201 - 500 employees

Founded 2014

🤝 B2B

🎯 Recruitment

👥 HR Tech

📋 Description

• As a Customer Support & Operations Specialist for our Irish business unit, you will play a crucial role in maintaining the smooth operation of our platform and ensuring a positive experience for both our customers and freelance cleaning providers. • You will be the primary point of contact for resolving customer inquiries, onboarding new providers, and managing day-to-day operational tasks. • Respond to and resolve customer inquiries related to bookings, ongoing orders, and service issues via phone and email. • Provide timely and accurate information to customers, ensuring high levels of customer satisfaction. • Proactively identify and address potential customer concerns. • Guide freelance cleaning providers through the registration and activation process on the client’s platform. • Provide ongoing support to providers, addressing their questions and resolving any issues they may encounter. • Ensure providers are compliant with the client’s standards and policies. • Monitor and manage daily operational tasks to ensure the smooth running of the Irish business unit. • Identify areas for process improvement and contribute to the development of efficient workflows. • Collaborate with other team members to achieve operational goals. • Maintain accurate records of customer and provider interactions. • Generate reports on key operational metrics and customer feedback.

🎯 Requirements

• At least 3-4 years of proven experience in customer support, operations, or a related field, preferably within a BPO or shared services environment. • Excellent communication and interpersonal skills, with strong English proficiency • Strong problem-solving and decision-making abilities. • Ability to work independently and as part of a team. • Proficient in using CRM and support software. • A passion for providing exceptional customer service. • Knowledge of the Irish market is a plus (cultural awareness and sensitivity).