Emails, chats and outbound Customer Support

Role Details
Type of Support: Omnichannel (Email, chat and outbound)
Contract Type: Full-time
Training Schedule: Monday - Friday, 7:00am - 4:00pm | Weekends off
Work Schedule: Monday - Friday, 7:00am - 4:00pm | Weekends off
Work type and Location: Hybrid - San Pedro Sula & Tegucigalpa | You are required to go to the office on Mondays and Tuesdays during the first 60 days of employment
Start Date: October 17, 2024

About Us
We connect talented people globally with innovative companies who want to build, transform, and scale their operations. We provide talented global teams, strategic expertise, and seamlessly integrated technology to extend the positive impact good business can have everywhere.

We are recognized as a Most Loved Workplace, and we think it’s because we believe that culture drives business success. We encourage our associates to bring their whole, authentic selves to everything they do at PartnerHero. So bring your experience and your talents, and also bring your passion and everything else that makes you who you are. You will always be supported to do your best work at PartnerHero, enjoy your day-to-day, and thrive.

The Role

We believe in connecting people to fresh, delicious, and responsibly sourced food. Our mission is to make healthy eating accessible and enjoyable. By joining our team, you’ll join a community that values quality, sustainability, and excellent customer service.

We are seeking a motivated and experienced Customer Support Specialist III to join our dynamic team. In this role, you will be the primary point of contact for our customers, delivering exceptional support via email, chat, and outbound calls. Your role is essential in ensuring our customers have a positive experience and helping to resolve any inquiries or issues they may have.

This is a hybrid role that will require 2 days in office.

What You’ll Do:

• Provide excellent, friendly, and positive customer service via email, chat, and/or phone (outbound calls).
• Help customers solve problems with strong troubleshooting, reading comprehension, and problem-solving skills
• Analyze recurring customer issues and create insight reports to help our Partners make their businesses better 
• Able to work independently and collaboratively 
• Assist in managing the day-to-day catering operations, including but not limited to placing orders, editing orders, general requests, and field requests
• Accurately and attentively label and log all guest feedback to provide weekly metrics for the field and leadership team
• Interact with third-party delivery platforms to assist with delivery inquiries and issues that arise in the restaurant to ensure our guests get the best service possible 
• Communicate feedback to appropriate teams on a daily basis, and track trends in customer inquiries and complaints
• Flag high-impact tickets to restaurant leaders for immediate resolution
• Assist field team in guest resolutions leveraging technology for special cases
• Work closely with GX Team to provide consistent support for our guests
• Managing and responding/fulfilling client catering requests via email, chat and Slack.
• Build relationships with and provide top-tier customer service to catering clients to increase retention rate.

What We Expect From You:

• English Proficiency C1 - C2
• 3+ years of customer service experience: preferably supporting customers via phone, email, and chat.
• 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:

• Hybrid 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].