PartnerHero is hiring a
Fixed Term Customer Support Specialist II

Summary

The job is for a temporary remote Customer Support position at PartnerHero, requiring 1+ years of experience in a customer service role and proficiency in English and German. The role involves handling customer inquiries across email and chat channels, meeting KPIs, collaborating with other departments, and adhering to company culture values.

Requirements

• 1+ years of experience in a customer service role
• Excellent English and German skills; written and verbal skills are a must
• Organized and capable of managing time with colleagues in different time zones
• An extremely friendly person who loves interacting with people, who is always calm, cool, and collected
• Critical thinker who will use all resources to arrive at the best solution for the customer and brand
• Proactive and collaborative
• Active listener who is a determined problem solver
• Ability to learn and adapt quickly to new systems and software

Responsibilities

• Providing an amazing customer experience across all channels including email, and live chat in English and German
• Handling different levels of customer inquiries ranging from order and product inquiries to basic technical troubleshooting
• Meeting customer service KPIs defined by the Customer Happiness Manager (i.e. response time, etc.)
• Consistently achieving individual and departmental goals
• Showing a strong comprehension of all policies and procedures
• Resourceful by working cross-functionally to solve complex customer inquiries
• Closing the feedback loop by sharing valuable customer insight across all departments
• Escalating common trends from calls and emails to ensure swift action is taken
• Collaborating and being proactive in sharing feedback about necessary changes and updates that will help improve the customer experience

Preferred Qualifications

• Experience working within the consumer goods, toys, or electronics industries is a plus
• Experience with Zendesk (or related) is a plus

Benefits

Company Culture Is At Our Core. (Core values: Care for others, Embrace growth, Manifest trust, Take ownership, Be humble)