Consumer Experience Specialist (WFH)
fulltime_permanent mid_levelJob Overview
About Penbrothers
Penbrothers is an HR and remote talent management partner and one of the fastest-growing companies in the Philippines. We connect talented Filipinos to global opportunities with high-growth startups and dynamic companies, enabling them to build careers from the comfort of their own homes. We provide end-to-end support in recruitment, HR, payroll, compliance, and employee engagement - creating an environment where talent can thrive and global companies can grow.
About the Client
Our client designs, sells, and supports premium residential solar solutions for discerning homeowners. They serve high-end, well-educated landed homeowners (e.g., senior professionals, lawyers, doctors, senior executives). Sales are conducted via an online platform with on-camera consultations, and the Customer Experience (CX) team operates a high-touch, SLA-driven service desk integrated with Operations & Maintenance (O&M).
About the Role
The Consumer Experience Specialist (Customer Care) will own the post-sale homeowner journey from handover to steady-state operations. This role is accountable for delivering a premium, proactive support experience across timelines, installation readiness, and billing. The specialist will take full ownership of communications on delays, invoicing, collections, and payment setups, while coordinating O&M work orders and ensuring clear, audit-ready updates to homeowners.
What you’ll do
Operate the service desk (HubSpot/Zendesk): triage, categorize, prioritize, and assign tickets per SLA.
Diagnose remotely using product training, inverter portals/logs, and checklists; maximize first-contact resolution.
Create and schedule O&M work orders; coordinate with installers/LEW; confirm parts availability and site access.
Provide timely, empathetic homeowner updates and post-resolution summaries; maintain audit-ready records.
Escalate P1 safety issues immediately to on-call engineers and management; follow incident protocol.
Maintain/expand the knowledge base (FAQs, troubleshooting trees, videos); suggest product/UX improvements.
Track warranty/RMA cases with suppliers; ensure replacements and documentation are completed on time.
Monitor fleet health and performance alerts; trigger proactive outreach before customers notice issues.
Collaborate with Sales/Install teams for clean handovers and expectation setting; close the loop on feedback.
Protect customer data (PDPA) and follow call-recording, consent, and documentation standards.