Remote Customer Support Specialist Level 1

Summary

Join a dynamic team at PartnerHero as a Customer Service Representative. You will provide friendly and helpful responses to customer support tickets via email, chat or social media channels, while embodying the company's customer-first mentality.

Requirements

• 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

Responsibilities

• 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

Benefits

• 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