French Bilingual 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:

• 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 We Expect From You:

• 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 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].