Remote French Bilingual Customer Support Specialist II

Summary

Join PartnerHero as a Customer Support Representative and help customers with their queries and transactions via chat and email. You'll be part of a dynamic team that values growth, trust, ownership, and humility.

Requirements

• Minimum of two years of work experience in a high customer contact position, preferably an omnichannel support environment including chat and email communication
• Able to maintain a positive, patient, and calm attitude in challenging situations; Able to diffuse upset or escalated customers
• Proven work history of strong attention to detail, organization, and documentation skills with the ability to prioritize a varied workload
• Intermediate to advanced knowledge of MS Office products (i.e. Excel, etc.) and Google Suite applications (i.e. Google Sheets)
• Infectious ambition, positivity, engagement, and the desire to elevate our partner’s brand and customer experience to the highest level
• Proven ability to thrive in a multi-tasking environment with multiple programs, applications, websites, and software; Heavy reliance on people skills, and proficiency for problem-solving
• Effective written communication and interpersonal skills, able to listen well and present information to others clearly
• Highly skilled and accurate English spelling and grammar; and French spelling and grammar for bi-lingual and Trilingual associates
• Ability to prioritize, triage, and deal with interruptions in workflows; Ability to maintain composure and focus under pressure
• If telecommuting, the workspace must meet work-from-home requirements and be a designated, private, and PCI-compliant workspace; High-speed/broadband internet access is required
• Able to sit, read, and type for 8 hours per day at a computer terminal
• Able to work assigned shifts consistently and maintain a high level of attendance and punctuality
• Sincere passion for our partner’s brand, culture, and values
• Strong understanding of service level, quality, and performance expectations without compromising the customer experience
• Demonstrated ability to take initiative and work independently under program leadership oversight

Responsibilities

• Respond to customer questions and transactions via chat and email
• Handle consumer complaints, return issues, and/or questions regarding the website, ordering process, product information, and/or brand
• Help customers with ordering on the site via chat or email through our Hybris system
• Credit refunds back to customers once the warehouse has completed processing
• Research customer orders using computerized order entry systems
• Monitor the website for technical problems and promptly refer them to the appropriate ancillary teams for resolution
• Guide callers through platform troubleshooting, navigating the partner’s site, community, articles, or ancillary tools and resources
• Assist in ensuring customer and product information is kept up-to-date and our partner’s products are accurately presented
• Collect and analyze data to identify fraudulent credit card charges related to website orders
• Create and manage promo codes, tracking and reminding parties of expiration dates as appropriate
• Maintain a working knowledge of all brand products and programs
• Appropriately follow all policies, procedures, escalation, and transfer workflow to ensure one-call resolution
• Attempt to de-escalate situations involving dissatisfied customers, offering assistance and support
• Document and report on customer feedback and insights to improve our partner’s product and customer experience
• Achieve and maintain adequate program performance by meeting or surpassing key performance indicators and metrics as they are established for the program
• Perform special projects and tasks that are within your skill and expertise level as assigned by program management
• Flex between program duties and provide ad hoc support for program-specific projects, products, and queues

Benefits

• Flexible 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