[Hiring] Operations & Customer Experience Specialist @Penbrothers

Role Description

As a Verticals Operations Specialist, you will manage the end-to-end customer and provider journey for the client's vertical services, such as deep cleaning, post-renovation cleaning, handyman services, aircon servicing, and other specialty offerings. Your ownership, adaptability, and operational mindset will be instrumental in delivering seamless service experiences while supporting the continuous growth of our vertical services.

This role requires strong operational agility and problem-solving skills, as you will manage multiple aspects of service delivery in a dynamic environment while contributing ideas to improve operational processes and customer experience.

Work hours: Shifting Schedule (between 7AM and 7PM PHT), including weekends and public holidays.

What You’ll Do

• Service Delivery & Operations
  • Manage the end-to-end operations of assigned vertical services, ensuring a seamless experience for both customers and service providers.
  • Build effective working relationships with service providers to ensure operational readiness, service quality, and successful job completion.
  • Coordinate service schedules, provider assignments, and operational logistics to ensure successful service delivery.
  • Collect customer requirements and provide recommendations to ensure accurate service fulfilment.
  • Manage customer enquiries, bookings, and operational tasks through internal systems and worklists.
  • Adapt to evolving business needs and support the implementation of new services and operational initiatives.
• Customer & Provider Management
  • Serve as the primary point of contact for customers through chat, phone, and other communication channels throughout their service journey.
  • Maintain SLAs for response times and resolutions while delivering an exceptional customer experience.
  • Handle post-service follow-up, customer feedback collection, and issue resolution.
  • Proactively follow up on customer enquiries, abandoned bookings, and unmatched requests to maximise service conversion.
  • Identify opportunities to upsell and cross-sell relevant services where appropriate.
  • Resolve day-to-day customer and provider issues independently, escalating more complex matters where appropriate.
• Operational Excellence
  • Demonstrate ownership and accountability in delivering high-quality operational outcomes across assigned services.
  • Work collaboratively with internal stakeholders to resolve operational challenges effectively.
  • Support new team members by sharing knowledge and best practices where appropriate.
• Process Improvement & Innovation
  • Identify opportunities to improve workflows, service quality, and operational efficiency.
  • Contribute ideas and feedback towards the enhancement of SOPs, operational processes, and service delivery.
  • Support the implementation of operational improvements and new service initiatives.
• Performance & Business Growth
  • Monitor service performance and proactively highlight operational trends or improvement opportunities.
  • Work towards exceeding assigned KPIs while maintaining high standards of customer and provider experience.
  • Uphold company values and contribute to the continued growth and success of the client's vertical services.

What You Bring

• Candidates with relevant customer service or operations experience are welcome to apply.
• We are looking for individuals who are motivated to build a successful career and thrive in fast-paced, evolving environments.
• The ideal candidate is highly adaptable, learns quickly, and is comfortable working in situations where processes may continue to evolve.
• You enjoy solving problems, thinking critically, and taking ownership of your work to deliver the best outcomes for customers and service providers.
• You are organised, resourceful, and able to manage multiple priorities while maintaining a high level of attention to detail.
• You communicate confidently and build strong working relationships with customers, service providers, and internal stakeholders.
• You have a customer-first mindset while understanding the importance of balancing operational efficiency with service quality.
• You are proactive, dependable, and continuously seek opportunities to improve both your own performance and the customer experience.
• Candidates should be willing to embrace rotating shift-based schedules, including weekends and public holidays, to ensure operational excellence and exceptional customer service.

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

• 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.