German Customer Support Specialist II (Romania) in Bucuresti

Role DetailsType of Support: OmnichannelRequired Languages: English and German Contract Duration: Full-timePosition type and schedule: To Be DeterminedWork type and Location: Hybrid in RomaniaExpected start date: January 25th, 2024 About The RoleDo you like helping others? PartnerHero is 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 a PartnerHero employee, you’ll have the support you need to develop and grow your career. The reason you join won’t be the reason you stay. You’ll Be...Responding to customer questions and transactions via phone, chat, and email. Handling consumer complaints, return issues, and/or questions regarding the website, ordering process, product information, and/or brandHelping customers with ordering on the site via phone, chat, or email Issuing refunds back to customers once the warehouse has completed processingResearching customer orders using computerized order entry systemsMonitoring the website for technical problems and promptly refer them to the appropriate ancillary teams for resolutionGuiding callers through platform troubleshooting, navigating the partner’s site, community, articles, or ancillary tools and resourcesAssisting in ensuring customer and product information is kept up-to-date and our partner’s products are accurately presentedMaintaining a working knowledge of all brand products and programsAppropriately following all policies, procedures, escalation, and transfer workflow to ensure one-call resolutionAttempting to de-escalate situations involving dissatisfied customers, offering assistance and supportDocumenting and reporting on customer feedback and insights to improve our partner’s product and customer experienceAchieving and maintaining adequate program performance by meeting or surpassing key performance indicators and metrics as they are established for the programWorking between program duties and provide ad hoc support for program-specific projects, products, and queues What You Bring To The Table1+ years of experience in a customer service role Excellent English and German skills; written and verbal skills are a mustStrong Microsoft Office skillsAbility to work both independently and collaborativelyOrganized and capable of managing time with colleagues in different time zonesAn 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 Ability to learn and adapt quickly to new systems and softwareWhat We ProvideHybrid workplace - depending on the partner, role, management, and/or personal workspaceFull-time with the potential for overtime if requestedCompetitive compensation based on experienceAttractive benefits package including medical subscription, meal tickets and work-from-home allowanceAccess 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 development Why PartnerHero?PartnerHero is a mission-driven company with a passion for helping good businesses succeed. We build teams that help companies scale in every facet of their business—from customer support to Software QA, content moderation, design, engineering, and more. We work with over 75+ tech-forward companies including Etsy, Udemy, Good Eggs, Grindr, and Loom. PartnerHero not only offers fair compensation and benefits, but a culture that values inclusion, belonging, and opportunities for professional growth.How We’re DifferentHistorically, the outsourcing industry has valued profit over people and compensated for high turnover by underpaying employees. We want to change that. PartnerHero not only offers fair compensation and benefits, but values inclusion, belonging and opportunity. Read more about our Core Values and story.PRIVACY NOTICEPartnerHero is committed to ensuring your privacy and the protection of your personal data. By filling out the forms associated with your job application and submitting your data to us, you are giving us your consent to process your data and store it for potential recruitment and hiring purposes.To understand more about PartnerHero’s privacy program, including your rights and options for managing the personal data you submit to us, please visit our Privacy Center .