French Bilingual Customer Support Specialist II

Crescendo.ai; Metro Manila; Hybride; PHP 240 000 - 420 000; Plein temps

Avantages offerts par ce poste

Flexible schedule

Competitive base salary

Paid vacation

Medical, dental, vision

Sabbatical leave

Training opportunities

1-on-1 coaching

Résumé du poste

Crescendo is seeking dedicated Customer Support professionals to join our hybrid teams across multiple sectors, including Edtech, eCommerce, Fintech, and Health and Wellness.

You’ll respond to inquiries by phone and email, assist with orders and refunds, troubleshoot website issues, and help keep customer and product information accurate while delivering exceptional service.

Qualifications

• Strong English proficiency, both spoken and written.
• Ability to thrive in dynamic environments and adapt to changing requirements.
• Metrics-driven mindset with capacity to handle high-volume interactions.
• Excellent conflict resolution and empathy during challenging situations.
• Passion for creating exceptional customer experiences.

Responsabilités

• Respond to questions and transactions via phone and email.
• Assist customers with site orders using Hybris system.
• Process refunds after warehouse completion.
• Research orders using computerized order entry systems.
• Monitor site for technical issues and escalate as needed.
• Guide customers through platform troubleshooting and resources.
• Keep customer and product information up-to-date and accurate.
• Identify fraudulent credit card activity and take action.
• Create and manage promo codes and track expirations.
• Meet program KPIs and participate in special projects.

Connaissances

Strong English proficiency

Customer service excellence

Adaptability

High-volume handling

Conflict resolution

Description du poste

Role Details
Type of Support: Omnichannel
Contract Duration: Full Time
Training Schedule: Open to shifting schedules (subject to business requirements)
Work Schedule: Open to shifting schedules (subject to business requirements)
Work type and Location: Hybrid
Expected start date: November 16, 2026

About Us

Crescendo is the AI-native customer experience platform built to run a company’s entire CX operation in one connected system. We bring together customer support, workforce management, quality, and knowledge, with specialized AI agents doing the work and people guiding it. Over the past year, AI-handled volume on our platform grew 600%. Brands like Grindr, Headspace, and Nothing Bundt Cakes trust Crescendo, and Newsweek recognized us as a 2026 AI Impact Awards winner. Our mission is to deliver exceptional customer experiences that propel organizations, combining an AI-native CX platform with CX expertise to deepen trust and drive business impact. Join us and help shape what comes next.

The Role

Do you like helping others? Crescendo is looking for talented folks to join our Customer Support teams. We have a range of opportunities available for people who have built a career in the customer support space and those looking to break into the industry. We are interested in matching your unique skills, experience, and interests with one of our many Partners across various sectors including Edtech, eCommerce, Fintech, Health and Wellness, and more. As a Crescendo 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.

What You'll Do:

• Responding to customer questions and transactions via phone and email. Handling consumer complaints, return issues, and/or questions regarding the website, ordering process, product information, and/or brand
• Helping customers with ordering on the site via phone or email through our Hybris system
• Crediting refunds back to customers once the warehouse has completed processing
• Researching customer orders using computerized order entry systems
• Monitoring the website for technical problems and promptly refer them to the appropriate ancillary teams for resolution
• Guiding callers through platform troubleshooting, navigating the partner’s site, community, articles, or ancillary tools and resources
• Assisting in ensuring customer and product information is kept up-to-date and our partner’s products are accurately presented
• Collecting and analyzingdata to identify fraudulent credit card charges related to website orders
• Creating and managingpromo codes, tracking and reminding parties of expiration dates as appropriate
• Maintaining a working knowledge of all brand products and programs
• Appropriately follow all policies, procedures, escalation, and transfer workflow to ensure one-call resolution
• Attempting to de-escalate situations involving dissatisfied customers, offering assistance and support
• Documenting and reporting on customer feedback and insights to improve our partner’s product and customer experience
• On occasion and during peak season periods (i.e. Holidays, Christmas, promo periods, etc.) you may be asked to work additional hours outside of your normal schedule to accommodate seasonal volumes; limited time-off or blackout periods may apply seasonally
• Achieving and maintainingadequate program performance by meeting or surpassing key performance indicators and metrics as they are established for the program
• Performing special projects and tasks that are within your skill and expertise level as assigned by program management
• You may flex between program duties and provide ad hoc support for program-specific projects, products, and queues

What We Expect From You:

• Strong English proficiency, spoken and written
• 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

What You’ll Get In Return:

• Flexible 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 Crescendoand outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Company Culture

Proudly certified as a Great Place to Work®, our culture combines an AI-first mindset with an environment where top talent thrives. Our core values define our operational standard and give us our edge. They set the bar for how we execute, innovate, and partner with the world's leading brands.

• Care for Others: Empathy drives high performance. When our teams and partners thrive, the operational mission succeeds.
• Embrace Growth: Curiosity fuels progress. Take calculated risks, sharpen your technical and operational edge, and push boundaries.
• Manifest Trust: Trust is our primary currency. Earn it through execution, protect it fiercely, and build seamless collaboration.
• Take Ownership: Act with extreme accountability and integrity. Decisive action drives lasting impact.
• Be Humble: Humility unlocks better ideas. Listen actively, elevate collective intelligence, and maintain a continuous learning mindset.

Crescendo is an equal-opportunity workplace. We champion diversity, inclusion, equity, and belonging as core pillars of how we operate. 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 legally protected status. Qualified applicants with criminal histories will also be considered in a manner consistent with legal requirements.

We are committed to full inclusion. If you require reasonable accommodations to participate in the application or interview process, please contact us at [e-mail].

Privacy Notice

Crescendo is committed to protecting your personal data. By submitting your application, you consent to the processing and storage of your information for recruitment and hiring purposes. To learn more about your data protection standards and your rights, please visit our Privacy Center here.