Job Description

Role DetailsSupport Channels: Phone and Email Support
Contract Duration: Permanent
Work schedule and training schedule: 6:00 PM - 3:00 AM RO time; Saturday - Wednesday | Thursday and Friday off
Work type and Location: Remote - Cape Town, South Africa
Expected start date: May 2024About 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 its 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.The Role
We are seeking a talented customer support specialist proficient in English and French to provide friendly support to our clients via phone calls and emails. This position is overnight, using phone and email as channels of communication.What Youll Do:

• Provide an amazing customer experience across all channels including phone, email, and live chat
• 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
• Work cross-functionally to solve complex customer inquiries
• Close the feedback loop by sharing valuable customer insight across all departments
• Escalate common trends from calls and emails to ensure swift action is taken
• Collaborate and be proactive in sharing feedback about necessary changes and updates that will help 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 skills; written and verbal skills are a must
• Fluent in conversational Spanish is a plus
• 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

What Youll Get In Return:

• Flexible working arrangements (US Only)
• Hybrid working arrangements (all other countries)
• 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
• Competitive retirement benefits (US only)
• 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

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 contacPRIVACY 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 are giving us your consent to process your data and store it for potential recruitment and hiring purposes.To understand more about PartnerHeros privacy program, including your rights and options for managing the personal data you submit to us, please visit our Privacy Center .Powered by JazzHR

PartnerHero