Customer Support Executive (WFH)

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

The client is revolutionizing the adoption of solar energy by creating a consumer-led digital marketplace. Their vision is to make solar energy accessible to one million households across Asia by offering it as a consumer-friendly product. Committed to sustainability, the client is focused on providing innovative energy solutions and building a future powered by renewable resources.

About The Role

We are looking for a proactive and experienced Customer Support Executive to join our team. The ideal candidate will be skilled in resolving customer issues, managing client expectations, and ensuring all customer inquiries and complaints are addressed in a timely and professional manner. The role involves regular communication with customers, providing project updates, and collaborating with the internal team to ensure smooth delivery and issue resolution.

What You’ll Do

• Customer Interaction: Act as the primary point of contact for customers, addressing their inquiries, concerns, and complaints through phone, email, and other communication channels.
• Complaint Resolution: Receive and document customer complaints, raise support tickets, and work closely with internal teams to ensure issues are resolved within the shortest time possible.
• Delivery and Project Updates: Keep customers informed about project timelines, delivery status, and any potential delays. Ensure that customers remain up-to-date on all relevant aspects of the project.
• Ticketing System Management: Efficiently manage the ticketing system by logging issues, tracking their resolution progress, and ensuring timely closure.
• Internal Coordination: Collaborate with internal teams such as project managers, technical teams, and the delivery department to ensure seamless execution and resolution of customer queries.
• Reporting: Prepare regular reports on customer issues, complaints, and their resolution status, providing insights into potential areas of improvement.
• Customer Satisfaction: Continuously ensure customer satisfaction by being diligent, organized, and disciplined in handling customer requests and maintaining consistent
  
  
  

What You Bring

• At least 3-4 years of proven experience in a Customer Support or Client Services role, preferably within Solar Energy sector
• A Bachelor's degree in Business Administration, Communication, Marketing, or a related field.
• Strong communication skills with the ability to clearly explain project status and technical details to non-technical clients.
• Familiarity with ticketing systems and customer complaint resolution processes.
• Strong organizational and multitasking abilities, ensuring efficient handling of multiple customer queries simultaneously.
• Ability to remain calm under pressure and handle customer issues in a professional and empathetic manner.
• Experience working in a project-driven environment, preferably related to technology, engineering, or solar energy.
• Proficiency in MS Office Suite and experience using CRM software or support management tools.
• Skills & Attributes:
• Diligent: Pays close attention to details and ensures that every customer interaction is handled with care.
• Organized: Efficiently manages multiple tasks, keeping track of various projects and customer issues.
• Disciplined: Committed to providing timely updates and maintaining consistent communication with clients.
• Problem Solver: Capable of quickly identifying issues, troubleshooting problems, and coordinating with the team to resolve them.
• Customer-Centric: Demonstrates a strong focus on customer satisfaction and aims to provide a positive experience at every stage.