Offer summary

Qualifications:

Strong understanding of customer service principles and practices., Experience in managing client inquiries and providing timely responses., Ability to work collaboratively with cross-functional teams., Proficient in using ticketing systems and generating reports..

Key responsabilities:

Support clients by responding to inquiries in a timely manner.

Develop and maintain a self-service knowledge base for clients.

Log client inquiries accurately and manage follow-through with relevant teams.

Generate progress reports and share best practices to enhance team efficiency.

Job description

PEN25684

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 Role

We're looking for a Community Support Specialist to join our growing Customer Success team. You’ll play a key role in supporting our clients' growth and expansion by ensuring timely and efficient responses to their inquiries. You'll help build a self-service knowledge base that’s always available to clients. This is a fantastic opportunity to be part of a team focused on making a meaningful impact while working closely with Sales, HR, Finance, Service Delivery, and Talent Acquisition teams.

What you’ll do

Develop a strong understanding of our services and become a Penbrothers process expert.
Innovate scalable solutions to answer client inquiries effectively.
Take full ownership of all inquiries in your queue, ensuring they're answered promptly.
Manage inquiries redirected to cross-functional teams and ensure follow-through.
Accurately log all client inquiries in the internal ticketing system.
Generate and share progress reports on inquiries with the team.
Share best practices to improve the quality and efficiency of team processes.
Ensure client requests are addressed on time.
Work towards achieving team OKRs and metrics, driving client growth and retention.

Required profile