Customer Support Specialist II

Crescendo.ai; Remote; ZAR 200 000 - 300 000; Full time

Job summary

A leading customer experience company is seeking Customer Support Representatives fluent in English and French for remote work. Applicants should have at least one year of experience in customer service, possess excellent communication skills, and be organized. This role involves addressing customer inquiries via email and chat while meeting defined service KPIs. Join a dynamic team that values growth, collaboration, and inclusivity.

Benefits

Flexible remote working arrangements

Opportunities for professional growth

Qualifications

• 1+ years of experience in a customer service role.
• Excellent communication skills in English and French.
• Ability to manage time across different time zones.
• Experience in consumer goods, toys, or electronics preferred.

Responsibilities

• Provide customer support in English and French across email and chat.
• Handle various customer inquiries and technical troubleshooting.
• Achieve KPIs for customer service defined by management.
• Collaborate cross-functionally to improve customer experience.

Skills

Customer experience across email and chat

Excellent English skills

Excellent French skills

Organizational skills

Proactive problem solving

Tools

Zendesk

Job description

Role Details

Support Channels: Email and Chat Support
Contract Duration: Temporary contract of 1 year
Work type and Location: Work from home
Work schedule: Standard working hours
Start date: February 26, 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 sleep.

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

PartnerHero is looking for talented folks to join our Customer Support in French and English 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 a variety of industries including Edtech, eCommerce, Fintech, Health and Wellness, and more. As a PartnerHero employee, you’ll have the support you need to develop and grow your career.

What You’ll Do:

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

What We Expect From You:

• 1+ years of experience in a customer service role
• Excellent English and French skills; written and verbal skills are a must
• Experience with Zendesk (or related) is a plus
• Organized and capable of managing time with colleagues in different time zones
• Experience working within the consumer goods, toys, or electronics industries is a plus
• An extremely friendly person who loves interacting with people, who is always calm, cool, and collected
• Critical thinker who will use all resources to arrive at the best solution for the customer and brand
• Proactive and collaborative
• Active listener who is a determined problem solver
• Ability to learn and adapt quickly to new systems and software

Company Culture Is At Our Core

Core values give our work intention and our culture its edge. They’re the standards we hold for ourselves, our partners, and each other.

• Care for others: Empathy is a key driver. When people thrive, so does the mission.
• Embrace growth: Curiosity fuels progress. Take bold risks, sharpen your edge, go forward.
• Manifest trust: Trust is our currency. Earn it daily, protect it fiercely, and let it fuel what’s next.
• Take ownership: Bold choices with integrity at the core—that’s how impact lasts.
• Be humble: Humility opens the door to better ideas. Hear others, lift others, keep learning.

Crescendo 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 [e-mail].

PRIVACY NOTICE

Crescendo is committed to ensuring your privacy and the protection of your personal data. By filling out the forms associated with your job application and submitting your data to us, you are giving us your consent to process your data and store it for potential recruitment and hiring purposes.

To understand more about Crescendo’s privacy program, including your rights and options for managing the personal data you submit to us, please visit our Privacy Center here.