Customer Support Specialist I (DL)

Role Details

Contract Duration: Permanent
Position type and schedule: TBD
Work type and Location: Hybrid, Metro Manila
Expected start date: April 1, 2025
About Us

A little 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

About The Role

We’re looking for someone with exceptional skills and experience. You will need to be the type of person who regularly communicates in written English so you can effectively represent a US-based brand.

We’re looking for a smart, friendly, creative, experienced customer service professional. Someone naturally empathetic with a flexible attitude.

This role requires the ability to easily adapt to change and work without compromising quality or attention to detail in anything you do. A successful candidate is able to think creatively and embody our customer-first mentality as you offer guidance and knowledge about the product. You’re also expected to take initiative by identifying program needs and suggesting changes as needed.

What you'll do..

• Provide friendly and helpful responses to customer support tickets via email, chat or social.
• Engaging with customers via our social media channels and addressing any customer service-related inquiry.
• Master the product, learning all of its nuances and keep current with the latest updates and policies.
• Take the time to become an expert on the offerings of the brand so you can represent the company effectively.
• Share feedback to the team on top issues or areas of improvement to drive more value to customers.
• Propose new business processes and content that can be used to address common customer questions. 
• Contribute to the customer knowledge base and internal documentation.
• Troubleshoot any technical issues reported by customers.
• Preparing and updating documents for data entry. Entering data into authorized reports/files and ensuring its accuracy.

What we expect from you:

• Excellent spoken and written English (C2 Level)
• 2+ years customer support experience preferred.
• Social media experience is a plus.
• Experience handling refunds, orders and replacements in online marketplace platform like Shopify, Shopee etc.
• Strong understanding of service level expectations and strive to meet or exceed them without compromising the customer experience.
• Ability to keep current with frequent product and process changes with limited advance notice.
• Highly empathetic, and committed to strong teamwork and collaboration
• Amazing customer service sensibilities.
• Proactive attitude and ability to work remotely with limited supervision.
• Strong reading comprehension and problem-solving skills. 
• More web and computer-savvy than the average person.
• The desire to stretch yourself and learn new skills.
• Strong attention to detail.
• Familiarity Gorgias (CRM platform) preferred
• A passion for health and fitness products preferred
• Capable of managing balance between working independently and as part of a team.

What you will get in return:

• Hybrid workplace - depending on the partner, role, management, and/or personal workspace
• Overtime is available if applicable 
• Competitive compensation based on experience
• Attractive benefits package including medical, dental, and vision options based on location
• 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].