Role Details
Location: Metro Manila
Work Arrangement: Remote
Expected Start Date: January 2026
About Us
Crescendo represents peak CX performance in the AI era. We combine world-class outsourcing expertise with innovative technology to set a new standard in CX and operations, delivering results that scale and support that never sleeps.
More than that, Crescendo is about people. We don’t just connect talent with opportunity—we create a place where careers grow, ideas thrive, and people are empowered to make an impact. Join us at Crescendo, and let’s build the future of customer experience together.
Welcome to Crescendo. Welcome to what’s next.
The Role
We are looking for a French Bilingual Customer Support Specialist II to deliver exceptional customer experiences through high-quality, empathetic, and solutions-driven support. This role supports customers via email, chat, and/or voice, handling more complex inquiries that require strong product knowledge, critical thinking, and excellent communication skills in both French and English.
As a Level II specialist, you will act as a trusted problem-solver, support escalations, and help uphold service quality standards while working fully remote.
What You’ll Do:
- Provide professional and timely customer support in French and English across assigned channels (email/chat/voice)
- Resolve moderate to complex customer concerns, including account issues, billing questions, and product or service inquiries
- Accurately document interactions, resolutions, and next steps in CRM and ticketing systems
- Identify recurring issues and provide feedback to improve processes, knowledge bases, and customer experience
- Adhere to SLA, QA, and compliance standards
- Collaborate with internal teams (QA, Training, Ops) to ensure consistent service delivery
- Act as a point of support for escalated or sensitive customer cases when needed
What We Expect From You:
- 2+ years of customer support experience, preferably in a BPO, SaaS, eCommerce, or tech-enabled environment
- Fluent in French and English (written and spoken)
- Proven ability to handle complex or escalated customer issues with professionalism and empathy
- Strong written communication skills with attention to tone, clarity, and accuracy
- Experience using CRM or ticketing tools (e.g., Zendesk, Salesforce, Freshdesk, or similar)
- Comfortable working independently in a remote setup
- Previous experience in a healthcare or healthcare-related support environment (e.g., patient support, health insurance, medical devices, telehealth platforms)
What You’ll Get In Return:
- Be part of a people-first, values-driven organization
- Work with innovative global partners and diverse teams
- Competitive base salary
- Generous paid time off
- Comprehensive benefits package including medical, dental, and vision options
- Training and professional development opportunities
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What We Do
PartnerHero is the BPO for companies that care about quality and people. We connect talented and capable people from all over the world with innovative companies who care about business metrics and values. We're big fans of integrity, finding the right fit, and bringing opportunity to places that have traditionally been left behind. We specialize in Customer Support, Trust & Safety, Quality Assurance and Software QA. Visit our website and drop us a line.
