Customer Success Representative (Cleaning Services)

 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

We are looking for a talented Customer Success Representative to help grow the customer base and maintain relationships with consumers for the vertical. The segment of this vertical is an underserved and growing demographic in Singapore, with huge opportunities for growth to build category leadership in the country. This is a unique opportunity to build a new vertical that would be a key pillar of growth for the years to come. The company is a highly-profitable technology start-up with ambitious plans to disrupt the traditional home services sector.

Training will be provided, and your direct manager will provide guidance and support throughout the journey as we grow the business together. Being one of the pioneers of the team, there is potential for leadership responsibilities down the line as and when the department grows.

What You’ll Do

• Engage and nurture inbound customer inquiries regarding general services.

• Handle customer requests for phone calls, chats, and emails on inquiries regarding the general service.

• Build relationships with existing customers and find key opportunities to upsell and increase their frequency of engagement with the service.

• Ensure all assigned worklists are completed in a timely manner.

• Work with your direct manager to build and iterate on processes to enhance the customer journey.

• Communicate direction, provide regular feedback, inspire team members, and make decisions for continuous improvement.

• Uphold company values and aim always to improve the platform and customer experience.

What You Bring

• At least 3 years of experience working in a customer-facing role, or customer service role.

• Individuals who are autonomous, organized, and take initiative are favored.

• High level of proficiency in English and able to converse comfortably over the phone.

• High emotional intelligence and ability to empathize with the customer to build positive relationships and trust in the brand.

• Must be comfortable with customer service ticketing software like MessageBird.

• Minimum 40 wpm typing speed - higher is most definitely a plus.

• Confident in executing inbound/outbound sales processes and comfortable with a rapidly changing working environment.

• Upbeat, confident & high energy - you bring freshness, energy, and passion to the team.

• Help create a working environment that is unique, spawns new ideas, and is enjoyable for the other people involved.

 

 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.