Customer Care Specialist (Cebu Office-based)

Major Responsibilities
This role requires regular interaction with a wide range of stakeholders via phone and email, while utilizing Enviro Trees’ work management system, Tree Manager (TM), to:

• Work Order Management
• Create and manage work orders in TM with complete and accurate details (e.g., job scope).
• Assign work orders to the appropriate Tree Partner using knowledge of allocation methods.
• Record communication notes within work orders.
• Provide customers with timely updates on work order status and respond to inquiries.
• Monitor workflow progress and follow up with Tree Partners as needed.
• Coordination & Quality Control
• Collect and input ETAs, before-and-after photos, tree details, and job costing information.
• Ensure work orders meet quality standards, with all required documentation completed.
• Prepare quotations based on Tree Partner details and Enviro Trees’ standards.
• Customer & Partner Communication
• Handle inbound and outbound calls and emails with customers, Tree Partners, and the internal team.
• Maintain customer portals by uploading accurate quotes and documents on time.
• Daily Operations
• Use the TM dashboard to prioritize and action pending tasks.
• Escalate issues promptly to the Team Leader when necessary.
• Support other team tasks as directed.

Required Attributes & Experience

• Strong English communication skills (verbal and written).
• Previous experience in a fast-paced, non-scripted customer service environment.
• Ability to work under pressure, problem-solve proactively, and act with initiative.
• Capable of working independently with minimal supervision.
• High attention to detail, ensuring accuracy in work orders and communications.
• Proficient with technology platforms (Office Suite, CRM, and work management systems).
• Willingness to learn and understand the Enviro Trees business model.
• Strong interpersonal skills to build rapport with customers and Tree Partners.

Key Performance Indicators (KPIs)

• Accurate and detailed entries in TM (scope of work, photos, pricing, and requirements).
• Timely and professional communication across all channels.
• Work orders completed in full before invoicing.
• Proactive issue identification and escalation.
• Efficient completion of tasks as directed by the Team Leader.

ShoreXtra Perks

• Supportive and highly engaged team environment.
• Unlimited growth opportunities within the company.
• A challenging but rewarding role.
• Fun, family-oriented workplace culture.
• Silver-level referral bonus program.

Job Types: Full-time, Permanent

Pay: Php25,000.00 - Php26,000.00 per month

Benefits:

• On-site parking
• Paid training

Experience:

• Customer service: 2 years (Preferred)

Language:

• English (Preferred)

Work Location: In person