Customer Support Specialist III - EX (Bucharest)

Role Details

Type of Support: Omnichannel (Email, chat, phone, social media)
Contract Duration: Full Time
Training Schedule: Mon to Fri, 10 AM to 7 PM Romanian Time 
Work Schedule: 2 x Monday to Friday, 10 AM to 7 PM Romanian Time/ 1x Sunday to Thursday 8 AM to 5 PM Romanian Time
Work Type and Location: Remote, in Romania 
Expected Start Date: April 7, 2025

About Us
A little about us: we connect talented people globally with innovative companies who want to build, transform, and scale their operations. We provide talented global teams, strategic expertise, and seamlessly integrated technology to extend the positive impact good business can have everywhere.

We are recognized as a Most Loved Workplace, and we think it’s because we believe that culture drives business success. We encourage our associates to bring their whole, authentic selves to everything they do at PartnerHero. So bring your experience and your talents, and also bring your passion and everything else that makes you who you are. You will always be supported to do your best work at PartnerHero, enjoy your day-to-day, and thrive.

The Role
The individual filling this role will be an important support team member, supporting one of our largest partners and their fintech applications and platforms as an Account Manager. A successful candidate will be able to demonstrate exceptional customer service skills, adapt quickly to incoming, outgoing, and pre-scheduled customer and user inquiries, and embody our commitment to deliver best in class account management.  This candidate must earn the trust of our partner that offers an expense management system for B2B business use partners. This candidate will be expected to interface and work collaboratively with our program leadership, partner mentors and success teams, and directly interface with their designated book of business in order to offer the best service, engagement, and retention possible.
 

What You’ll Do:

• Communicating with clients to ensure that all of their needs are understood and addressed
• Building strong client relationships to maintain old business and acquire new customers
• Collaborating with various internal departments to ensure that they fulfill all customer requests
• Resolving complaints and keeping track of all processes that pertain to the client’s desires
• Acting as the client’s representative in a firm to ensure that their demands are met with a focus on improving the customer experience
• Collecting and analyzing data concerning consumer behavior to understand changing needs
• Responding to account owner inquiries and providing accurate, satisfactory answers to their inquiries and concerns
• Appropriately following policies, procedures, and escalation and transfer workflow to ensure an effortless experience
• Attempting to de-escalate situations involving dissatisfied account owners, offering assistance and support
• Documenting and reporting on client feedback and insights to improve our partner’s product and customer experience
• Guiding account owners and users through platform troubleshooting, navigating the partner’s site, community, knowledge base, or ancillary tools and resources
• Maintaining essential program knowledge that is critical for our partner and their clients
• On occasion, you may work additional hours outside of your normal scheduled shift to accommodate program-related meetings, requests, inquiries, training, or other related matters
• Performing project duties and tasks that are within your skill and expertise level as assigned by program management
• Flexing between program duties and providing ad hoc support for program-specific projects, products, and queues
• Intercepting incoming and existing chat volume by responding to customer inquiries and providing accurate, satisfactory answers to their questions and concerns
• Consistently achieving and maintaining the minimum program performance by meeting all (5) key performance indicators and metrics within the program; KPI Attestation Agreement is required prior to offer
• Adhering to assigned schedule compliance (including peak/seasonal staffing requirements) and on occasion, may be asked to work additional hours outside of your normal scheduled shift or participate in a shift realignment/change to accommodate program-related needs. This may include working federally recognized holidays or providing coverage for teams in other geographies
• Assisting customers with booking travel arrangements using our partner’s travel platform and instance. The function may require phone support and placing outbound calls to confirm travel arrangements