Bonus Based Phone Support Specialist

Role Details
Type of Support: Phone and Emails
Contract Type: Full Time
Training Schedule: Monday to Friday 9:30 am - 6:30 pm
Work Schedule: Flexible Schedules
Work type and Location: Hybrid - San Pedro Sula & Tegucigalpa | You are required to go to the office on Mondays and Tuesdays during the first 60 days of employment 
Start Date: June, 2025
About Us
PartnerHero 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.
 

The Role
Do you like helping others? PartnerHero is looking for talented folks to join our Client Enrollment Advocate teams. The Client Experience Representative (CER) will be responsible for providing excellent customer service and converting prospects into clients, ensuring the expectations and requirements set by the partner are met. This full-time position requires exceptional information-gathering skills, as well as call monitoring and handling, adhering to established processes, and a strong commitment to helping customers. The CER will play a fundamental role in obtaining information from clients, ensuring that the best advisor can be assigned quickly. 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.
 

The Role
PartnerHero is looking for talented individuals to join our phone-based Customer Support teams based in Honduras (Location: Tegucigalpa and San Pedro Sula).

We have a range of opportunities available for people who have experience in the customer support space or are interested in beginning a career in customer support. 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. 

This is a hybrid role that will require 2 days in office.
What you’ll do:

• Provide exceptional customer service via email, chat, and/or phone.
• Communicate with customers to identify their needs, process requests, escalate complaints, and provide helpful solutions that ensure they have great customer service experience.
• Analyze recurring customer issues and document accordingly.
• Refer to premade scripts for a variety of customer service topics.

What we expect from you:

• Excellent English skills - spoken and written (EFSET results from C1 or C2 level)
• Passion for creating exceptional customer experiences and an ability to use challenging situations as an opportunity to exceed customer expectations.
• Ability to thrive in a dynamic and evolving environment - must be adaptable.
• Metrics-driven and proven ability to handle a high volume of customer interactions.
• Strong conflict resolution skills and even temperament in challenging situations.
• Understanding of active listening techniques.
• Comfortable using a computer.
   

• Hybrid working arrangements 
• Competitive Base Salary
• Generous paid vacation
• Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
• 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 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].