E-commerce Services- Customer Support Specialist II (French Speaker)

Role Details

Type of Support: Email, Chat
Position type: Full-time 
Work type and Location: Hybrid; Metro Manila
Expected start date: ASAP

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.

You’ll Be...

• You respond to customer questions and transactions via chat and email. Handling consumer complaints, return issues, and/or questions regarding the website, ordering process, product information, and/or brand
• You help customers with ordering on the site via chat or email through our Hybris system
• You credit refunds back to customers once the warehouse has completed processing
• You research customer orders using computerized order entry systems
• You monitor the website for technical problems and promptly refer them to the appropriate ancillary teams for resolution
• You guide callers through platform troubleshooting, navigating the partner’s site, community, articles, or ancillary tools and resources
• You assist in ensuring customer and product information is kept up-to-date and our partner’s products are accurately presented
• You collect and analyze data to identify fraudulent credit card charges related to website orders
• You create and manage promo codes, tracking and reminding parties of expiration dates as appropriate
• You maintain a working knowledge of all brand products and programs
• You appropriately follow all policies, procedures, escalation, and transfer workflow to ensure one-call resolution
• You attempt to de-escalate situations involving dissatisfied customers, offering assistance and support
• You document and report 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
• You achieve and maintain adequate program performance by meeting or surpassing key performance indicators and metrics as they are established for the program
• You perform 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 You Bring To The Table

• Minimum of two years of work experience in a high customer contact position, preferably an omnichannel support environment including chat and email communication
• Able to maintain a positive, patient, and calm attitude in challenging situations; Able to diffuse upset or escalated customers
• Proven work history of strong attention to detail, organization, and documentation skills with the ability to prioritize a varied workload
• Intermediate to advanced knowledge of MS Office products (i.e. Excel, etc.) and Google Suite applications (i.e. Google Sheets)
• Infectious ambition, positivity, engagement, and the desire to elevate our partner’s brand and customer experience to the highest level
• Proven ability to thrive in a multi-tasking environment with multiple programs, applications, websites, and software; Heavy reliability on people skills, and proficiency for problem-solving
• Effective written communication and interpersonal skills, able to listen well and present information to others clearly
• Highly skilled and accurate English spelling and grammar; and French spelling and grammar for bi-lingual and Trilingual associates
• Ability to prioritize, triage, and deal with interruptions in workflows; Ability to maintain composure and focus under pressure
• If telecommuting, the workspace must meet work-from-home requirements and be a designated, private, and PCI-compliant workspace; High-speed/broadband internet access is required
• Able to sit, read, and type for 8 hours per day at a computer terminal
• Able to work assigned shifts consistently and maintain a high level of attendance and punctuality
• A sincere passion for our partner’s brand, culture, and values
• Strong understanding of service level, quality, and performance expectations without compromising the customer experience
• Demonstrated ability to take initiative and work independently under program leadership oversight

What We Provide

• Full-time with the potential for overtime if requested by Partner
• Competitive compensation based on experience
• Attractive benefits package including medical, dental, and vision options, sabbatical leave for tenured employees
• Access to free posture-based fitness workouts from home
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Why PartnerHero?

PartnerHero is a mission-driven company with a passion for helping good businesses succeed. We build teams that help companies scale in every facet of their business—from customer support to Software QA, content moderation, design, engineering, and more. We work with over 75+ tech-forward companies including Etsy, Udemy, Good Eggs, Grindr, and Bento box. PartnerHero not only offers fair compensation and benefits, but a culture that values inclusion, belonging, and opportunities for professional growth.

How We’re Different

Historically, the outsourcing industry has valued profit over people and compensated for high turnover by underpaying employees. We want to change that. PartnerHero not only offers fair compensation and benefits but values inclusion, belonging, and opportunity.

Read more about our Core Values and story here.

PRIVACY NOTICE

PartnerHero is committed to ensuring your privacy and the protection of your personal data. By filling out the forms associated with your job application and submitting your data to us, you are giving us your consent to process your data and store it for potential recruitment and hiring purposes.

To understand more about PartnerHero’s privacy program, including your rights and options for managing the personal data you submit to us, please visit our Privacy Center here.