Trilingual Customer Support Specialist II

Role Details
Type of Support: Omnichannel (Email, chat, phone, social media)
Contract Type: Temporary | 3 month
Training Schedule: TBD
Work Schedule: 11:00 am-8:00 pm EST
Work type and Location: Hybrid - San Pedro Sula & Tegucigalpa 
Start Date: September 5, 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
Do you like helping others? PartnerHero is looking for Customer Support Specialists, fluent in French to join our 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 partners. As a PartnerHero employee, you’ll have the support you need to develop and grow your career.

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

What You’ll Do:

• Provide excellent, friendly, and positive customer service in French and English via email, chat, and/or phone.
• 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 
• Savvy with web, computer, and smartphones
• Able to work independently and collaboratively 
• Ensure personal and team KPIs are met
• Identifying and proactively owning areas for improvement in customer care/customer care processes
• Partner with the e-commerce team to forecast inbound volume and optimize scheduling accordingly.
• Collaborate with PR & Social Media team in influencer media outreach.
• Support the Retail teams to troubleshoot any problems they might have
• Ensure service levels are met across all channels (phone, email and/or chat)
• Own customer care policies to optimize our customer’s experience.
• Establish new processes to monitor and improve the quality of interactions
• Collaborate with the Warehouse, Logistics, and other relevant departments to drive resolutions for customers and improve established processes

What We Expect From You:

• English Proficiency C1
• Advanced French skills (spoken and written)
• 2+ 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
• Polished written and verbal communication (English)
• Ability to properly understand and convey tone via written communications
• Creative problem-solving skills 
• Loads of empathy - you genuinely care!
• Proactive attitude and ability to work with limited supervision
• It would be a plus if you love clothes

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].