Bilingual Spanish Customer Support Specialist II

Role Details

Type of Support: Omnichannel (Email, chat, phone, social media)
Contract Duration: Permanent
Position type and schedule: Full-time. Flexibility to work any shift
Training Schedule: TBD. Flexibility to work any shift
Work type and Location: Hybrid, Metro Manila
Expected start date: November 14, 2024

About The Role

We are looking for a dynamic, well-versed Bilingual Customer Support Specialist II to provide customer support for one of our partners. We are looking for expertise in how to handle and provide friendly and helpful responses to customer support tickets via email and chat, jumping in to assist when needed, and making sure the overall customer experience is a priority. Does this sound like you?

Well, join us and experience the ability to bring your true self to work every day!

You'll Be...

• Provide high-quality customer service and support via phone, email, and chat in both Spanish and English.
• Address customer inquiries, resolve complaints, and offer solutions promptly and effectively.
• Accurately document customer interactions and transactions in our CRM system.
• Assist customers with product-related questions, order processing, and technical issues.
• Collaborate with other departments to resolve complex issues and ensure customer satisfaction.
• Maintain up-to-date knowledge of our products, services, and policies.
• Identify opportunities for process improvements and contribute to the development of best practices.
• Handle sensitive information with discretion and maintain confidentiality.

What You Bring To The Table

• Fluency in both Spanish and English (spoken and written) is essential.
• Previous experience in a customer service role is advantageous.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and a focus on customer satisfaction.
• Ability to work independently and collaboratively in a fast-paced environment.
• Proficiency with customer service software and CRM systems.
• Detail-oriented with strong organizational skills.
• Flexibility to work varying shifts, including evenings and weekends, if needed.

Education & Experience:

• High school diploma or equivalent required; associate's or bachelor's degree preferred.
• Experience in a Spanish bilingual customer service role is a must.

What We Provide

• Hybrid workplace - depending on the partner, role, management, and/or personal workspace
• Overtime is available if applicable
• 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

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 100+ 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 Different

Historically, 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 here.

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