Customer Solutions Executive

Penbrothers International; Makati; On-site; PHP 300,000 - 420,000; Full time

Benefits offered by this job

Meaningful work & Growth

Employee development

Global reach & local impact

Job summary

Penbrothers seeks a Customer Management Executive to enhance the customer experience for a pet-nutrition focused client. You will manage the full order cycle, address logistics issues, and collaborate with departments to resolve problems quickly and efficiently.

You’ll service customers via chat/email, maintain high CSAT targets, and stay current on product knowledge to deliver accurate support. Passion for pets is a plus.

Qualifications

• Diploma in any field
• 2–3 years in customer service or hospitality
• Excellent writing and communication skills
• Fluent in English for client communication
• Meticulous, customer-oriented, and proactive

Responsibilities

• Direct, optimize and coordinate full order cycle according to customer's requests
• Resolve logistical issues promptly
• Collaborate with other departments to resolve customer issues efficiently
• Identify and assess customers' needs to achieve satisfaction
• Servicing customers via chat and/or email (inbound and outbound)
• Ensure CSAT scores meet targets for the year
• Handle ad-hoc escalations by the Customer Solution Manager
• Maintain up-to-date product knowledge to deliver effective service

Skills

Customer service

Communication skills

English fluency

Time management

Problem solving

Interpersonal skills

Multitasking

Education

Diploma in any field

Job description

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 a fast-growing, SFA-licensed pet nutrition company focused on providing fresh, scientifically balanced, and affordable customised meals for pets. Through nutrigenomic-based R&D, advanced supply chain management, and nutritionist support, it aims to improve pets' health, quality of life, and longevity.

About the Role

The Customer Management Executive plays a crucial role in the overall customer experience that BOM BOM offers. You will be primarily managing the entire order cycle so as to enhance business development and ensure sustainability and customer satisfaction. If you are passionate about working with customers and have an interest in Pet Nutrition, this is the perfect position for you!

What you'll do

• Direct, optimize and coordinate full order cycle according to customer's additional requests

• Resolve logistical issues that customers are experiencing in a timely manner

• Work collaboratively with other departments to solve customer issues as quickly and as efficiently as possible

• Identify and assess customers; needs to achieve satisfaction

• Servicing customers via chat and or email (inbound and outbound interaction)

• Ensuring Customer Satisfaction (C-SAT) scores meet targets set out for the year

• Ad-hoc escalations assigned by Customer Solution Manager

• Up to date product knowledge in order to deliver accurate and effective services

What You Bring

• Diploma in any field

• 2 to 3 years of working experience in customer service and or hospitality

• Excellent writing and communication skills

• Fluent in English for the linguistic needs of our client base

• A meticulous customer-oriented thinker with a desire and willingness to roll up

• sleeves to get things done

• Adept at complex problem-solving

• Excellent interpersonal skills with the ability to work collaboratively

• Ability to multi-task, prioritize and manage time effectively

• Customer orientation and ability to adapt/respond to different types of characters

• A love for pets especially dogs and cats preferred

Our Hiring Process & AI Disclaimer

We use AI tools to streamline our application process—including an initial conversation with an AI Interviewer.All hiring decisions are made entirely by humans:our Talent Acquisition team guides your full candidate journey and makes all evaluation decisions.

You are welcome to use AI for CV refinement and research, but real-time AI assistance during interviews or skill assessments is strictly prohibited to ensure an authentic evaluation.

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.