Customer Experience Specialist ll – Luxury Retail (San Pedro Sula Only)

Role Details

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 empower 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.

About The Role

We are currently looking for a dynamic, proactive, well-versed Customer Support Specialist to provide customer support for one of our luxury retail partners. Your main goal is to assist, educate, troubleshoot, see patterns, and go above and beyond to provide an outstanding customer experience by resolving customer and product problems. We are looking for expertise in providing friendly and helpful responses to customer support tickets via phone, email, and chat, jumping in to assist when needed, and making sure the overall customer experience is a priority.

What You’ll Do:

• 1+ years of customer service experience supporting customers via phone, email, and chat
• Advanced English Language Skills (spoken and written, C1+ level)
• Passion for creating exceptional customer experiences and an ability to use challenging situations as an opportunity to exceed customer expectations
• Strong conflict resolution skills and even temperament in challenging situations
• Ability to thrive in a dynamic and evolving environment - must be adaptable
• Strong detail orientation for verbal and written communication, and ability to manage several tasks simultaneously
• Willingness to learn and keep up to date on all processes and procedures
• Comfortable making decisions and asking for help, or escalating when appropriate
• Maintains a positive attitude and is receptive to feedback 
• Knowledge of Microsoft Office, Teams, and Outlook

What We Expect From You:

• 2+ years of Tier 2/Level 2 customer service experience (e-commerce or luxury retail a plus)
• C1+ level English language skills (written and spoken)
• A passion for premium customer experiences, and a natural ability to turn challenges into opportunities to surprise and delight
• Experience handling complex or escalated enquiries with a calm, solution-oriented approach
• Confidence in supporting internal teams with knowledge, resources, and best practices
• Strong critical thinking and time management skills
• High attention to detail in written and verbal communication
• A proactive, collaborative attitude, comfortable working remotely while staying engaged and communicative
• Eagerness to learn and adapt in a fast-paced, evolving environment
• Comfort with Microsoft Office, Teams, Outlook, and standard help desk tools
• A positive, can-do attitude and openness to feedback

What You’ll Get In Return:

• Full-time with the potential for overtime if requested
• Work type - Hybrid model
• Competitive compensation based on experience
• Attractive benefits package including medical, dental, and vision options based on location
• 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].