Offer summary

Qualifications:

Strong communication skills in English, both written and verbal., Experience in customer support or operations roles is preferred., Ability to manage multiple tasks and prioritize effectively., Familiarity with online platforms and basic technical troubleshooting..

Key responsabilities:

Respond to customer inquiries related to bookings and service issues via phone and email.

Guide freelance cleaning providers through the registration and activation process.

Monitor daily operational tasks to ensure smooth business operations.

Maintain accurate records and generate reports on operational metrics.

Job description

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 & 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.

What you’ll do

Customer Support:
- 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.
Provider Support and Onboarding:
- 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.
Operational Management:
- 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.
Documentation and Reporting:
- Maintain accurate records of customer and provider interactions.
- Generate reports on key operational metrics and customer feedback.