- Location
- Mandaluyong City, Metro Manila
- Workplace
- Remote
- Type
- Full-time
- Department
- Customer Service
- Source
- RecruiterFlow
Description
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
Propeller Aero is a global leader in 3D mapping and work-site data analytics for heavy civic construction, mining and waste management. The cloud-based platform turns drone imagery and LiDAR data into accurate 3D site models.
What You'll Do
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Respond to inbound Tier 1 customer support inquiries in a timely manner, addressing software (navigation and troubleshooting), user accounts, subscriptions, status updates, and general inquiries. Overall performance will be evaluated based on response and resolution timeliness, customer satisfaction, and quality assurance scores.
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As chat and email frontliners, you will triage conversations and tickets to the appropriate teams with relevant expertise while ensuring adherence to escalation workflows and maintaining clear documentation to support seamless collaboration.
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Facilitate communication between customers and the Data Success Team to ensure smooth information flow and avoid delays in dataset delivery. You will proactively reach out to customers, follow up to gather required details, monitor survey dataset tickets for timely updates, and maintain documentation to support the Data Success Team.
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In addition to inbox duties, you will handle non-inbox tasks, including stockpile verification and dataset refiltering.
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Actively participate in the continuous improvement of department processes by contributing to process reviews and enhancements as needed based on operational requirements.
Our Hiring Process
We utilize AI tools to enhance hiring efficiency and ensure a fair evaluation. Consequently, candidates will engage with an AI Interviewer, supervised by Human Talent Acquisition Experts who will support your entire application journey.
Our AI Expectations: While we encourage you to use AI for CV refinement and research, we require that all interviews and assessments be completed through your own authentic effort. The use of real-time AI assistance during interviews or to complete skills tests is strictly prohibited to ensure a fair and genuine evaluation of your capabilities.
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.
