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
As a German-speaking Customer Support Specialist, you will be the first point of contact for our customers, assisting them with a variety of inquiries related to cancellations, bid adjustments, booking amendments, profile updates, and post-service feedback. You will work closely with both customers and service providers to ensure a seamless experience and maintain our high standards of service.
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
Cancellations Handling:
- Manage event and relationship cancellation tickets.
- Review and process short-term cancellations (less than 48, 24, or 12 hours) by providers or customers.
- For provider-initiated cancellations: Apply cancellation fees, adjust work status, and inform providers of the fee.
- For customer-initiated cancellations: Process the cancellation, ensure appropriate compensation for providers, and confirm the cancellation details with the customer.
- For short-term cancellations, contact customers to determine if a replacement service is required.
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