Remote Customer Support Specialist I

Role Details

Type of Support: Omnichannel (Email, chat, phone, social media)

Position type: Temporary to Full-time

Work type and Location: Hybrid; Metro Manila

Expected start date: October 31st, 2024

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 are currently looking for a dynamic, well-versed Entry Level Customer Support Specialist to provide customer support for one of our partners. We are looking for expertise in how to handle and provide friendly and helpful responses to customer support tickets via email and chat, jumping in to assist when needed, and making sure the overall customer experience is a priority. Does this sound like you?

Well, come join us and experience the ability to bring your true self to work every day!

What you’ll do…

• Representing PartnerHero in the front with our Partners
• Writing thoughtful informative responses to each guest inquiry with the goal of retaining the guest
• Accurately and attentively labeling and logging all guest feedback to provide weekly metrics for the field and leadership team
• Interacting with third-party delivery platforms to assist with delivery inquiries and issues that arise in the restaurant to ensure our guests get the best service possible
• Communicating feedback to appropriate teams on a daily basis, and tracking trends in customer inquiries and complaints.
• Flagging high-impact tickets to the GX Team lead for immediate resolution
• Working closely with the GX Team and meeting on a weekly basis to provide consistent support for our guests

What we expect from you:

• Fresh graduates, and career shifters are welcome to apply
• Excellent (near-native) English (spoken and/or written)
• Strong troubleshooting, reading comprehension, and problem-solving skills to provide customers with the help they need
• Mastery of the product you support, learning all of its nuances, and keeping up-to-date with the latest updates and support policies
• Savvy with web, computer, and smartphones
• Background in supporting customer service for technology companies
• Experience using ticketing platforms (like Jira) is a plus
• Experience providing technical support (bug fixes, access, etc) is a plus

What you will get in return:

• Full-time (40 hours a week)
• Locations: Metro Manila (WFH until safe to return to the office)
• Competitive salary compensation based on experience
• Attractive benefits package such as medical, dental, and vision (determined by the location)
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• Ability to own your career and determine your next move at PartnerHero

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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