Onsite Phone, Chat and Email (Honduras)

Role Details

Type of Support: Phone support, Email, Chats, Messaging 
Position Type: Full-Time l Permanent 
Training Schedule: In-Office Monday - Friday, 7:00 am -4:00 pm (1 month)
Work Schedule: Morning schedules (7am-4pm/ 8am-5pm/ 9am-6pm/ 10am-7pm) 
Work type and Location: In-office 5 days a week in Tegucigalpa or San Pedro Sula
Expected Start Date: February 13, 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.
 

The Role
PartnerHero is looking for talented folks to join our Customer Support Teams.  We look for candidates who care about the details and are always looking to learn something new. You will be responsible for handling basic customer issues such as: account troubleshooting, assisting with the use of the platform, and live task support for the company users primarily via live support channels. Our interest is to match your unique skills, experience, and interests with our company and our partners. As a PartnerHero employee, you will have the opportunity to build your career with the support you need, no matter if you are breaking into the industry.

What You’ll Do:

• Provide a personable, friendly, and positive customer service experience across all channels
• Work independently and collaboratively to complete tasks on time based on urgency and importance
• Support teammates by completing assigned tasks on time, helping others, and communicating your workload with leads and managers
• Follow communication procedures, guidelines, and policies. Research answers or solutions as needed 
• Escalate to your direct report when unsure or unable to make a decision or solve a problem
• Efficiently address & solve user issues primarily via live channels while maintaining and exceeding KPIs aimed at customer satisfaction, productivity, and accuracy
• Handle booking support requests driving retention and ease of use
• Assist customers in the partner's experience across dual-side marketplace
• Establish connections and gain customers' trust

What We Expect From You:

• Excellent English skills both verbal and written (EFSET results must be at the C2 level)
• Excellent problem-solving and communication skills
• Organized, accountable, and responsible
• Excellent time management skills; Punctuality and adherence to schedule required
• Possess critical thinking, empathy, active listening, initiative, adaptability, and problem-solving skills
• Ability to work in a fast-paced environment
• Savvy with web, computer, and smartphones
• Passion for creating an exceptional customer experience 
• Eager and curious to learn

• 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].

PRIVACY NOTICE

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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.