Offer summary

Qualifications:

Fluency in German and English (written and spoken) is required., 1-3 years of experience in customer support or a related field., Strong communication and problem-solving abilities., Experience with ticketing systems, CRM tools, or help desk software is a plus..

Key responsibilities:

Provide customer support to German-speaking clients via email, chat, and phone.

Address inquiries related to products and services, providing clear and helpful information.

Resolve customer issues efficiently and effectively, ensuring a positive experience.

Maintain accurate records of customer interactions, issues, and resolutions in the support system.

Job description

Role Details

Type of Support: Omnichannel (Mix of Voice and Non Voice)
Contract Duration: Seasonal (5 Month Contract)
Training Schedule: To be Determined
Work schedule: To be Determined
Work type and Location: Remote
Start date: ASAP

About Us

PartnerHero and Crescendo have joined forces to create a powerhouse of innovation, excellence, and people-first solutions. By combining PartnerHero’s world-class outsourcing and human-centered approach with Crescendo’s expertise in customer experience and operational excellence, we are redefining the future of CX.

Together, we’re introducing Augmented AI - a seamless blend of Agentic AI and real human expertise that delivers 24/7 omnichannel support in any language. This fusion of technology and talent helps businesses scale efficiently while keeping customer experience at the core. Powered by Crescendo, PartnerHero connects talented people globally with companies looking to build, transform, and grow. Our strategic expertise and integrated technology empowers businesses and the people behind them to extend their impact worldwide.

As a Most Loved Workplace, we believe culture drives success. We encourage our teams to bring their authentic selves to work, fostering an environment where people thrive.

Welcome to the future of customer experience. Welcome to the next era of PartnerHero x Crescendo.

The Role

As a Customer Support Specialist II, you will be the first point of contact for our German-speaking customers, ensuring they receive exceptional support and service. You will address inquiries, resolve issues, and enhance the overall user experience by delivering prompt and efficient assistance. Your role is essential in maintaining high customer satisfaction and fostering strong client relationships.

What You’ll Do

Provide customer support to German-speaking clients via email, chat, and phone.
Address inquiries related to products and services, providing clear and helpful information.
Resolve customer issues efficiently and effectively, ensuring a positive experience.
Escalate complex issues to the appropriate teams while ensuring timely resolution.
Maintain accurate records of customer interactions, issues, and resolutions in the support system.
Assist with translating customer-facing documentation and support materials into German.
Collaborate with cross-functional teams to enhance product functionality and user experience.
Stay updated on our products, services, and industry trends to provide accurate support.

What We Expect From You

Fluency in German and English (written and spoken) is required.
1-3 years of experience in customer support or a related field.
Strong communication and problem-solving abilities.
Excellent interpersonal skills with a customer-centric mindset.
Experience with ticketing systems, CRM tools, or help desk software is a plus.
Ability to multitask, prioritize, and work efficiently in a fast-paced environment.
A passion for helping users resolve issues and improve their experience.

What You’ll Get In Return

Remote working arrangements
Competitive base salary
Generous paid vacation
Attractive benefits package including medical, dental, and vision options applicable per country of residence for all full-time employees
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. 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. 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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