Customer Support Specialist - Print Services (WFH)
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.