Customer Care Operator (Cebu Office-based)

Major Responsibilities: This role involves interacting with a range of stakeholders via phone and email while using Enviro Trees’ work management system, Tree Manager (TM), to:

• Manage the work order process:
• Create work orders in TM, ensuring high-quality information input (e.g., clear job scope).
• Allocate work orders to the most appropriate Tree Partner based on system knowledge and understanding of allocation methods.
• Input communication notes into work orders.
• Liaise with customers to provide work order status updates and address queries.
• Monitor work orders to ensure progress aligns with workflow expectations.
• Coordinate with Tree Partners for follow-ups, including:
• Inputting ETAs.
• Uploading before-and-after photos and tree details.
• Entering job costing information.
• Verify that work orders meet required standards, including completeness of photos and job information.
• Create quotations in line with Enviro Trees' standards based on the costing and tree details provided by the Tree Partner.
• Handle inbound and outbound communication with customers, Tree Partners, and the Enviro Trees team.
• Manage customer portals efficiently by:
• Providing accurate and timely updates.
• Uploading quotes and relevant documents, ensuring completeness and accuracy.
• Daily tasks as directed by the Team Leader:
• Use the Tree Manager dashboard to prioritize and action work orders requiring attention.
• Seek advice and escalate issues to the Team Leader or team members as needed.

Required Attributes & Experience:

• Fluent in English (strong verbal and written communication skills).
• Previous experience in a fast-paced, complex customer care environment (not a scripted role).
• Ability to:
• Work under pressure.
• Solve problems proactively and use initiative.
• Work independently with minimal supervision.
• Maintain high attention to detail, ensuring all required standards are met, including:
• Work orders completed accurately at all levels.
• Clear communication with customers and Tree Partners.
• Early escalation of potential issues to the Team Leader.
• Proficiency in using technology platforms (Office Suite, CRM, work management systems, etc.).
• Willingness to learn the Enviro Trees business in detail.
• Ability to establish rapport with a diverse range of stakeholders, including Tree Partners and customers.

Key Performance Indicators (KPIs):

• Service & quality levels met, including:
• Tree Manager (TM) entries:
• Clear and detailed scope of work.
• Well-documented before-and-after photos with descriptions.
• Transparent pricing justification.
• WP quotes correctly priced.
• Work order requirements fully completed before invoicing (e.g., KPIs, SHFs).
• Clear and professional communication (both verbal and written).
• Proactive problem-solving and timely escalation of issues.
• Efficient task completion as directed by the Team Leader.

ShoreXtra Perks:

• Highly engaged team environment.
• Unlimited growth potential within the company.
• Challenging yet rewarding role.
• Fun and family-oriented workplace
• Silver Level referral bonus