Customer Support Specialist for Partner Hero | Remote SA (German)

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

The Role

PartnerHero is looking for talented folks to join our Customer Support in French and English teams. We have a range of opportunities available for people who have built a career in the customer support space and those looking to break into the industry. We are interested in matching your unique skills, experience, and interests with one of our many Partners across a variety of industries including Edtech, eCommerce, Fintech, Health and Wellness, and more. As a PartnerHero employee, you’ll have the support you need to develop and grow your career. 

What You’ll Do:

• Providing an amazing customer experience across all channels including email, and live chat in English and German
• Able to handle different levels of customer inquiries ranging from order and product inquiries to basic technical troubleshooting 
• Meeting customer service KPIs defined by the Customer Happiness Manager (i.e. response time, etc.)
• Consistently achieving individual and departmental goals 
• Showing a strong comprehension of all policies and procedures
• Resourceful by working cross-functionally to solve complex customer inquiries
• Closing the feedback loop by sharing valuable customer insight across all departments
• Escalating common trends from calls and emails to ensure swift action is taken
• Collaborating and being proactive in sharing feedback about necessary changes and updates that will help improve the customer experience
• Showing strong comprehension of software and systems used, and ability to navigate across multiple platforms when assisting customers
• Handling 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 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.