Customer Support Specialist - Print Services (WFH)

Penbrothers; Sheridan (WY); Remote; USD 40,000 - 60,000; Full time

Job summary

An established industry player is seeking a Customer Support Specialist to enhance customer satisfaction in print services. This role offers a unique opportunity to work remotely while engaging with a global clientele. You will be pivotal in guiding customers through the order fulfillment process, from design review to delivery. Ideal candidates will possess strong customer service skills, a foundational understanding of design principles, and the ability to work independently in a dynamic environment. Join a company that values employee growth and offers meaningful work with a global impact.

Benefits

Flexible Work Schedule

Growth Opportunities

Remote Work

Positive Employee Experience

Supportive Work Environment

Qualifications

• Strong customer service skills with a focus on written communication.
• Intermediate skills in Adobe Illustrator and Photoshop are preferred.
• Experience with CRM systems and office software is essential.

Responsibilities

• Engage with customers to gather information for print product customization.
• Manage customer-requested revisions and ensure satisfaction.
• Provide support via email and phone for designers and customers.

Skills

Customer Service Orientation

Written Communication Skills

Adobe Illustrator

Adobe Photoshop

CRM Systems (Freshdesk)

Technical Familiarity

Problem-Solving

Schedule Flexibility

Education

Pre-press or Design Experience

Tools

Microsoft Word

Microsoft Excel

Google Sheets

Google Docs

Slack

Job description

DES25348

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:

The client is an online design platform that helps entrepreneurs and businesses create logos, websites, business cards, social media and other designs. If you're excited by a fun, dynamic, high-performance work environment, this is a unique development opportunity to work in a fully remote-based position and enjoy great perks and fantastic colleagues.

About the Role:

As a Customer Support Specialist (Print Services) , you will be instrumental in ensuring the seamless processing and ultimate satisfaction of our global customer base's print orders. You will serve as a key point of contact, guiding customers through the order fulfillment process, from initial design review and customization to final production and delivery. This role offers a dynamic opportunity to blend your customer service acumen with your pre-press or design knowledge to deliver exceptional experiences within our growing print services.

What you’ll do:

• Proactively engage with customers who have ordered printing services to gather all necessary information for product customization.

• Prepare digital files for a diverse range of print products, including business cards, mugs, caps, flyers, and stickers, ensuring they meet production specifications.

• Efficiently manage and implement customer-requested revisions to designs, prioritizing customer satisfaction before finalizing and sending files to print.

• Accurately set up printing parameters and coordinate appropriate shipping methods based on customer requirements.

• As needed, address inbound inquiries via email and phone from customers regarding our general products and services.

• Provide support via email and phone to designers who require assistance.

• Actively participate in sales efforts to identify opportunities for upselling or cross-selling additional products and services to our printing customers.

• Contribute to the ongoing improvement of the client’s offerings by identifying and communicating valuable customer feedback and potential enhancements.

What You Bring:

• Customer Focus: A strong customer service orientation with excellent written communication skills and professional etiquette, particularly in a non-voice, email-based environment.

• Pre-press or Design Aptitude: While intermediate Adobe Illustrator and Photoshop skills are preferred, relevant pre-press experience or a foundational understanding of design principles is highly valued.

• Familiarity with design software is a plus.

• Communication Proficiency: Proven ability to communicate clearly and effectively in written English.

• Experience communicating with international customers (US, AU, UK, Canada, etc.) is a significant advantage.

• Technical Familiarity: Comfort with using CRM systems (ideally Freshdesk), internal communication platforms (like Slack), and standard office software (Microsoft Word, Excel, Google Sheets, Google Docs).

• Work Ethic and Proactivity: A proactive approach to problem-solving, the ability to work independently, and a demonstrated commitment to providing exceptional service in a remote work environment with reliable internet and power.

• Schedule Flexibility: Willingness to work a fixed schedule that may include the possibility of a night shift and/or an offset week to align with operational needs.

• The work schedule will follow Philippine holidays and operate within the Philippine Time Zone (PHT).

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.