Customer Support Specialist II (E-commerce Account)

Role Details
Type of Support: Omnichannel
Contract Duration: Temporary
Training Schedule: To be Determined
Work Schedule: To be determined
Work Type and Location: Hybrid, Araneta, Cubao / McKinley Taguig
Expected Start Date: October 10, 2024

About The Role

Do you like helping others? PartnerHero is looking for talented folks to join our Customer Support teams. We have a range of opportunities available for people who have built a career in the customer support space and those looking to break into the industry. We are interested in matching your unique skills, experience, and interests with one of our many Partners across various sectors including Edtech, eCommerce, Fintech, Health and Wellness, and more. As a PartnerHero employee, you’ll have the support you need to develop and grow your career. 

The reason you join won’t be the reason you stay.
What You'll Do:

• Responding to customer questions and transactions via phone and email. Handling consumer complaints, return issues, and/or questions regarding the website, ordering process, product information, and/or brand
• Helping customers with ordering on the site via phone or email through our Hybris system
• Crediting refunds back to customers once the warehouse has completed processing
• Researching customer orders using computerized order entry systems
• Monitoring the website for technical problems and promptly refer them to the appropriate ancillary teams for resolution
• Guiding callers through platform troubleshooting, navigating the partner’s site, community, articles, or ancillary tools and resources
• Assisting in ensuring customer and product information is kept up-to-date and our partner’s products are accurately presented
• Collecting and analyzing data to identify fraudulent credit card charges related to website orders
• Creating and managing promo codes, tracking and reminding parties of expiration dates as appropriate
• Maintaining a working knowledge of all brand products and programs
• Appropriately follow all policies, procedures, escalation, and transfer workflow to ensure one-call resolution
• Attempting to de-escalate situations involving dissatisfied customers, offering assistance and support
• Documenting and reporting on customer feedback and insights to improve our partner’s product and customer experience
• On occasion and during peak season periods (i.e. Holidays, Christmas, promo periods, etc.) you may be asked to work additional hours outside of your normal schedule to accommodate seasonal volumes; limited time-off or blackout periods may apply seasonally
• Achieving and maintaining adequate program performance by meeting or surpassing key performance indicators and metrics as they are established for the program
• Performing special projects and tasks that are within your skill and expertise level as assigned by program management
• You may flex between program duties and provide ad hoc support for program-specific projects, products, and queues

What We Expect From You:

• Strong English proficiency, spoken and written
• Passion for creating exceptional customer experiences and an ability to use challenging situations as an opportunity to exceed customer expectations
• Ability to thrive in a dynamic and evolving environment - must be adaptable
• Metrics-driven and proven ability to handle a high volume of customer interactions
• Strong conflict resolution skills and even temperament in challenging situations

What You’ll Get In Return:

• Flexible working arrangements 
• Competitive Base Salary
• Generous paid vacation
• Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
• Access to free posture-based fitness workouts from home paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Company Culture Is At Our Core
Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

PartnerHero is proud to be an equal opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process, please contact [email protected].