Offer summary

Qualifications:

Fluent in English and French (C1/C2 level) both spoken and written., Minimum of 2 years of customer service or BPO experience., Proficient in MS Word, MS Excel, and MS Outlook; Salesforce experience is a plus., Strong problem-solving skills with the ability to multi-task effectively..

Key responsabilities:

Serve as the initial point of contact for customer inquiries via phone and email.

Process orders and manage customer expectations to ensure timely order fulfillment.

Investigate and resolve customer issues, providing updates until resolution.

Collaborate with team members to achieve business goals and assist with eCommerce inquiries.

Job description

Role Details

Type of Support: Email and phone support
Required Languages: English and French
Contract Duration: Permanent
Position type and schedule: Full-time. Monday - Friday 3:00 pm to 12:00 pm Romania Time| Weekends Off
Work type and Location: Remote in Romania
Expected start date: May 15, 2025

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

The Customer Support Specialist with French is responsible for providing exceptional client service to both internal and external client contacts. Specifically, this role is focused on resolving inquiries that are related to orders, backorders, ETA, and tracking. The expectation of you as an associate is to provide complete resolution on every inquiry, as you are the liaison to other departments related to daily operational activity, Sales Operations Specialists (SOS), and Warehouse Ops.

The reason you join won’t be the reason you stay!

What You’ll Do:

Function as the initial point of contact for customer inquiries via telephone and email
Process orders and workflows to ensure timeliness of order release and order placement
Manage customer expectations and dialogue in a professional and positive manner that drives a positive experience for all customers
Investigate and resolve customer problems and/or complaints to a successful resolution
Provide effective responses and conclusions to all customer inquiries within the same business day whenever possible
Update the customer on open inquiries and provide updates to the customer daily until the inquiry is resolved
Expedite inquiries and orders as required
Work effectively in a team environment to meet business goals and objectives
Assist customers with eCom inquiries related to products and orders

What We Expect From You:

C1/ C2 English and French - spoken, written, and comprehension skills
2+ years of Customer Service experience or BPO experience
Computer literate, including MS Word, MS Excel, MS Outlook
Salesforce experience a plus.
Problem solver with the ability to multi-task using sound judgment and decision-making skills

What You’ll Get In Return:

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

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].

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