Customer Support Specialist II

• Type of Support: Omnichannel (Email, chat, phone, social media)
• Contract Duration: Temporary
• Training Schedule : TBD. Flexibility to work any shift
• Work Schedule: TBD. Flexibility to work any shift
• Work type and Location :Hybrid, Philippines - Metro Manila
• Expected start date :July 28,2025

About Us

PartnerHero andCrescendo 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

We are looking for a dynamic, well-versedCustomer Support Specialist 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
What You'll Do:

• Provide an amazing customer experience across all channels, including email and live chat
• Able to handle different levels of customer inquiries ,ranging from order and product inquiries to basic technical troubleshooting.
• Meet customer service KPIs defined by the Customer Happiness Manager (i.e. response time, etc.)
• Consistently achieving individual and departmental goals
• Show a strong comprehension of all policies and procedures
• Resourceful by working cross-functionally to solve complex customer inquiries
• Close the feedback loop by sharing valuable customer insight across all departments
• Escalate common trends from calls and emails to ensure swift action is taken
• Collaborate and be proactive in sharing feedback about necessary changes and updates that will help improve the customer experience
• Shows strong comprehension of software and systems used, and the ability to navigate across multiple platforms when assisting customers

What we Expect from you:

• Excellent English skills, spoken and written (EFSET results from C1 or C2 level)
• 1+ years of experience in a customer service role.
• Experience working within the consumer goods, toys, or electronics industries is a plus
• Experience with Zendesk (or related) is a plus
• Organized and capable of managing time with colleagues in different time zones
• A critical thinker who will use all resources to arrive at the best solution for the customer and brand
• Proactive and collaborative
• An active listener who is a determined problem solver
• Ability to learn and adapt quickly to new systems and software

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 accommodationsfor 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 .

Have you worked for PartnerHero before?*

Do you have at least 2 years of experience of BPO experience?*