Job Description

Role Details

Type of Support: Email and phone support
Required Languages: English and French
Contract Duration: Full-time
Position type and schedule: Monday - Friday 9:00 am to 6:00 pm Saturday and Sunday Off
Work type and Location: Hybrid in Cape Town, South Africa
Expected start date: April 4, 2024

About The Role

Do you like helping others? We are looking for a motivated Customer Support Specialist to support a new partner in the Medical Field. This position's mission is to democratize healthcare by making medical imaging accessible to everyone around the world. To support this team, we are searching for candidates who have strong customer support skills, excellent communication skills, a passion for healthcare, and the ability to provide customers with personalized support through phone, email, and chat.

In this role you should enjoy thriving in dynamic and flexible environments, taking ownership of our partners brands, products, and opportunities, and using their creative problem-solving abilities to go above and beyond expectations.

The reason you join wont be the reason you stay.

Youll Be...

• Responsible for the accurate documentation of investigation details: Including aware dates, failure/complaint codes, support actions, escalations, root causes, failure mechanisms, product codes, etc.
• Providing excellent, friendly, and positive customer service via email and/or phone
• Helping customers solve problems with strong troubleshooting, reading comprehension, and problem-solving skills
• Responsible for completing investigations by the due date and performing a peer review of investigations ready for closure
• Responsible for the ongoing review of new information that pertains to the investigation
• Analyzing recurring customer issues and creating insight reports to help our Partners make their businesses better
• Answering pre-sales questions and qualifying leads to sales
• Helping customers with their payment process
• Able to work independently and collaboratively

What you bring to the table

• 1+ years of experience in a customer service role
• Excellent English and French - written and verbal communication skills
• Action-oriented with strong organizational, analytical, and problem-solving skills
• Adaptability toward rapid changes
• Attentiveness and empathy towards clients
• Ability to multitask and learn new workflows
• Team player
• Great customer service skills via phone and email
• Knowledge about Ultrasound and medical imaging is a huge plus. Nurses, medical students, and sonographers are very welcome to apply!

What We Provide

• Hybrid workplace - depending on the partner, role, management, and/or personal workspace
• Full-time with the potential for overtime if requested
• Competitive compensation based on experience
• Attractive benefits package including medical subscription, meal tickets and work-from-home allowance
• 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

Why PartnerHero?

PartnerHero is a mission-driven company with a passion for helping good businesses succeed. We build teams that help companies scale in every facet of their business from customer support to Software QA, content moderation, design, engineering, and more. We work with over 75+ tech-forward companies including Etsy, Udemy, Good Eggs, Grindr, and Loom. PartnerHero not only offers fair compensation and benefits, but a culture that values inclusion, belonging, and opportunities for professional growth.

How Were Different

Historically, the outsourcing industry has valued profit over people and compensated for high turnover by underpaying employees. We want to change that. PartnerHero not only offers fair compensation and benefits, but values inclusion, belonging and opportunity.

Read more about our Core Values and story .

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