Role DetailsSupport Channels: Email and Chat SupportContract Duration: Temporary contract - 10/7/24 through 1/31/25Work type and Location: RemoteWork schedule: Standard working hours, weekdays (occasional weekend day)About UsWe 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 believe that culture drives business success. We encourage our associates to bring their whole, authentic selves to everything they do at PartnerHero. You will always be supported to do your best work at PartnerHero, enjoy your day-to-day, and thrive.The RolePartnerHero is looking for talented individuals to join our Customer Support teams in French and English. We have opportunities available for those who have built a career in customer support and those looking to break into the industry. We are interested in matching your unique skills, experience, and interests with our Partners across various industries including Edtech, eCommerce, Fintech, and Health and Wellness.What You'll Do:Provide an amazing customer experience across all channels including email and live chat in English and German.Handle different levels of customer inquiries ranging from order and product inquiries to basic technical troubleshooting.Meet customer service KPIs defined by the Customer Happiness Manager (i.e. response time, etc.).Consistently achieve individual and departmental goals.Show a strong comprehension of all policies and procedures.Be resourceful by working cross-functionally to solve complex customer inquiries.Close the feedback loop by sharing valuable customer insights across all departments.Escalate common trends from calls and emails to ensure swift action is taken.Collaborate and proactively share feedback about necessary changes and updates to improve the customer experience.Show strong comprehension of software and systems used, and ability to navigate across multiple platforms when assisting customers.Handle other ad hoc requests as communicated by the Customer Happiness Manager.What We Expect From You:1+ years of experience in a customer service role.Experience working within the consumer goods, toys, or electronics industries is a plus.Excellent English and German skills; written and verbal skills are a must.Experience with Zendesk (or related) is a plus.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.Company Culture Is At Our CoreOur 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.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. 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 legally protected characteristics.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 ****** NOTICEPartnerHero is committed to ensuring your privacy and the protection of your personal data. By filling out the forms associated with your job application and submitting your data to us, you consent to process your data and store it for potential recruitment and hiring purposes.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.
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