French Customer Support Specialist

Role DetailsType of Support: Chats and emailsContract Duration: Temporary 90 daysWork Schedule: Monday to Friday; 7: 00 am - 4: 00 pm Saturday and Sunday Off PSTWork Type and Location: Hybrid, San Pedro Sula and TegucigalpaExpected Start Date: August 11, 2025About UsPartnerHero 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 RoleDo you like helping others? We are looking for talented folks to join our Customer Support 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 part of the team, you’ll have the support you need to develop and grow your career. The reason you join won’t be the reason you stay. What You’ll Do: You respond to customer questions and transactions via chat and email.

Handling consumer complaints, return issues, and/or questions regarding the website, ordering process, product information, and/or brandYou help customers with ordering on the site via chat or email through our Hybris systemYou credit refunds back to customers once the warehouse has completed processingYou research customer orders using computerized order entry systemsYou monitor the website for technical problems and promptly refer them to the appropriate ancillary teams for resolutionYou guide callers through platform troubleshooting, navigating the partner’s site, community, articles, or ancillary tools and resourcesYou assist in ensuring customer and product information is kept up-to-date and our partner’s products are accurately presentedYou collect and analyze data to identify fraudulent credit card charges related to website ordersYou create and manage promo codes, tracking and reminding parties of expiration dates as appropriateYou maintain a working knowledge of all brand products and programsYou appropriately follow all policies, procedures, escalation, and transfer workflow to ensure one-call resolutionYou attempt to de-escalate situations involving dissatisfied customers, offering assistance and supportYou document and report on customer feedback and insights to improve our partner’s product and customer experienceOn occasion and during peak season periods (i.

e. Holidays, Christmas, promo periods, etc. ) you may be asked to work additional hours outside of your normal schedule to accommodate seasonal volumes; limited time-off or blackout periods may apply seasonallyYou achieve and maintain adequate program performance by meeting or surpassing key performance indicators and metrics as they are established for the programYou perform special projects and tasks that are within your skill and expertise level as assigned by program managementYou may flex between program duties and provide ad hoc support for program-specific projects, products, and queuesWhat We Expect From You:

Excellent English skills, both verbal and written (EFSET results must be at the C2 level)Proficiency level in spoken and written French. Minimum of two years of work experience in a high customer contact position, preferably an omnichannel support environment, including chat and email communicationAble to maintain a positive, patient, and calm attitude in challenging situations; Able to diffuse upset or escalated customersProven work history of strong attention to detail, organization, and documentation skills, with the ability to prioritize a varied workloadIntermediate to advanced knowledge of MS Office products (i. e. Excel, etc. ) and Google Suite applications (i. e.

Google Sheets)Infectious ambition, positivity, engagement, and the desire to elevate our partner’s brand and customer experience to the highest levelProven ability to thrive in a multi-tasking environment with multiple programs, applications, websites, and software; Heavy reliability on people skills, and proficiency for problem-solvingAbility to prioritize, triage, and deal with interruptions in workflows; Ability to maintain composure and focus under pressureDemonstrated ability to take initiative and work independently under program leadership oversightAble to work assigned shifts consistently and maintain a high level of attendance and punctualityStrong understanding of service level, quality, and performance expectations without compromising the customer experienceWhat You’ll Get In Return:

Full-time with the potential for overtime if requestedWork type - Hybrid modelCompetitive compensation based on experienceAttractive benefits package including medical, dental, and vision options based on locationAccess to free posture-based fitness workouts from homePaid Sabbatical LeaveTraining opportunities provided by PartnerHero and outside entities1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional developmentCompany Culture Is At Our CoreOur 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 changeManifest 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 colleaguesPartnerHero 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].