📍 Job Overview

• Job Title: Customer Support Specialist II (Collections)
• Company: PartnerHero
• Location: Manila, Metro Manila, Philippines
• Job Type: Full-time
• Category: Customer Support
• Date Posted: August 1, 2025
• Experience Level: Entry-level to Mid-level (0-2 years)
• Remote Status: Hybrid (Cubao or Taguig)

🚀 Role Summary

• Collections Focus: This role specializes in collecting payments from brokers for transportation services, ensuring accurate invoicing, and maintaining strong broker relationships.
• Omnichannel Support: The role involves both phone and email communication with brokers to resolve payment issues and ensure prompt payment.
• Process-Driven: The role requires following documented processes for data entry, invoicing, and collections, while also identifying opportunities for process improvement.
• Collaborative Environment: The role works closely with internal teams and brokers to resolve payment issues and maintain strong business relationships.

📝 Enhancement Note: This role combines customer support and collections skills, requiring strong communication, attention to detail, and process management abilities. Candidates with prior accounting or collections experience may find this role particularly suitable.

💻 Primary Responsibilities

• Data Entry & Invoice Creation: Accurately transcribe data to create customer invoices and ensure carrier invoices are submitted correctly to brokers.
• Invoicing & Rate Verification: Confirm key load details with brokers prior to invoicing and factoring of a load, and follow up on overdue payments.
• New Broker Payment Setup: Communicate with brokers to understand their invoicing process and ensure they set up PartnerHero's payment details correctly.
• Collections & Record Keeping: Communicate with brokers about overdue payments, maintain accurate records of work, and follow documented processes.
• Broker Communication: Answer brokers' questions about invoices and missing documents to ensure prompt payment and resolve any issues that arise.

📝 Enhancement Note: The role requires a balance of administrative tasks, such as data entry and record keeping, and customer-facing responsibilities, such as communicating with brokers and resolving payment issues.

🎓 Skills & Qualifications

Education: A bachelor's degree in Business, Accounting, or a related field is preferred, but not required. Candidates with relevant work experience are also encouraged to apply.

Experience: Candidates with prior experience in accounting, collections, or a related field are preferred. Entry-level candidates with strong communication skills and a willingness to learn are also welcome to apply.

Required Skills:

• Excellent written communication skills and comfort with phone communication
• Strong attention to detail and accuracy in data entry tasks
• Ability to follow documented processes and identify opportunities for improvement
• Self-motivated, driven, and adaptable to a fast-paced, scaling startup environment
• Collaborative and willing to help out where needed, even with new tasks
• Comfortable working with Excel, Google Suites, and Slack
• Prior accounting or collections experience is a plus

Preferred Skills:

• Familiarity with transportation or logistics industries
• Experience with customer relationship management (CRM) software
• Bilingual or multilingual proficiency

📝 Enhancement Note: While prior experience in accounting or collections is preferred, PartnerHero is also open to training entry-level candidates with strong communication skills and a willingness to learn.

📊 Web Portfolio & Project Requirements (N/A - Not Applicable for this Role)

💵 Compensation & Benefits

Salary Range: PHP 25,000 - 35,000 per month (Estimated based on market research and experience level)

Benefits:

• Hybrid workplace (depending on the partner, role, management, and/or personal workspace)
• Overtime available if applicable
• Competitive compensation based on experience
• Attractive benefits package including medical, dental, and vision options based on location
• 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

Working Hours: 40 hours per week, with the expected start date of August 14, 2025

📝 Enhancement Note: The salary range is estimated based on market research and experience level. PartnerHero offers a competitive benefits package and opportunities for professional growth and development.

🎯 Team & Company Context

🏢 Company Culture

Industry: PartnerHero operates in the business process outsourcing (BPO) industry, focusing on customer experience and support services.

Company Size: PartnerHero is a mid-sized company with a global presence, offering opportunities for growth and career advancement.

Founded: PartnerHero was founded in 2012, with a mission to provide world-class outsourcing and human-centered approach to customer experience.

Team Structure: The Customer Support team is organized by partner or client, with each team consisting of customer support specialists, team leads, and managers. The team works closely with internal departments such as Training, Quality, and Operations to ensure high-quality service and continuous improvement.

Development Methodology: PartnerHero follows a structured approach to training and development, with a focus on continuous learning and improvement. The company offers training opportunities and mentorship programs to help employees grow both personally and professionally.

Company Website: PartnerHero

📝 Enhancement Note: PartnerHero's company culture emphasizes care for others, embracing growth, manifesting trust, taking ownership, and being humble. These values guide the company's approach to customer support and employee development.

📈 Career & Growth Analysis

Customer Support Specialist II (Collections) Career Level: This role is an intermediate-level position within the Customer Support department, focusing on collections and payment processing. The role requires strong communication, attention to detail, and process management skills.

Reporting Structure: The role reports directly to the Team Lead or Manager, who oversees the day-to-day operations of the team and provides guidance and support to team members.

Technical Impact: The role has a direct impact on the company's financial health by ensuring timely and accurate collections from brokers. Additionally, the role contributes to maintaining strong business relationships with brokers by providing excellent customer service and resolving payment issues promptly.

Growth Opportunities:

• Team Lead or Manager: With experience and strong performance, candidates may have the opportunity to advance to a Team Lead or Manager position, overseeing a team of Customer Support Specialists and contributing to the team's strategic direction.
• Cross-functional Roles: PartnerHero offers opportunities for employees to explore cross-functional roles within the company, such as moving into Quality, Training, or Operations.
• Professional Development: PartnerHero provides training and development opportunities to help employees grow both personally and professionally, with a focus on continuous learning and improvement.

📝 Enhancement Note: PartnerHero's career progression paths and growth opportunities are tied to individual performance, team needs, and the company's strategic objectives. Employees are encouraged to take ownership of their career development and seek out opportunities for growth and advancement.

🌐 Work Environment

Office Type: PartnerHero's office is a hybrid workplace, with employees working both on-site and remotely, depending on the partner, role, management, and/or personal workspace arrangements.

Office Location(s): PartnerHero has offices in Cubao and Taguig, with the option for employees to work remotely or in a hybrid arrangement.

Workspace Context:

• Collaborative Workspace: PartnerHero's offices are designed to foster collaboration and teamwork, with open-plan workspaces and dedicated team areas.
• Technology & Tools: Employees have access to the necessary technology and tools to perform their jobs effectively, including computers, software, and communication platforms.
• Work-Life Balance: PartnerHero encourages a healthy work-life balance, with flexible working arrangements and a focus on employee well-being.

Work Schedule: PartnerHero offers flexible working hours and schedules, with the option for employees to work remotely or in a hybrid arrangement. The expected start date for this role is August 14, 2025.

📝 Enhancement Note: PartnerHero's work environment is designed to be collaborative, flexible, and supportive of employee well-being and work-life balance.

📄 Application & Technical Interview Process

Interview Process:

• Phone Screen: A brief phone or video call to discuss the role, qualifications, and cultural fit.
• Behavioral & Situational Questions: In-depth discussions about problem-solving, communication, and teamwork skills, with a focus on real-life examples and scenarios.
• Role-Play & Case Studies: Candidates may be asked to role-play customer interactions or complete case studies to demonstrate their skills and understanding of the role.
• Final Interview: A meeting with the hiring manager or team lead to discuss the candidate's fit for the role and the team, as well as any remaining questions or concerns.

Portfolio Review Tips: (N/A - Not Applicable for this Role)

Technical Challenge Preparation: (N/A - Not Applicable for this Role)

ATS Keywords: (N/A - Not Applicable for this Role)

📝 Enhancement Note: PartnerHero's interview process is designed to assess candidates' communication, problem-solving, and teamwork skills, as well as their cultural fit with the company and the team.

🛠 Technology Stack & Web Infrastructure (N/A - Not Applicable for this Role)

👥 Team Culture & Values

Customer Support Values:

• Care for Others: PartnerHero prioritizes the well-being and success of its customers, employees, and partners, fostering a culture of empathy, cooperation, and mutual support.
• Embrace Growth: PartnerHero encourages continuous learning and improvement, both personally and professionally, with a focus on expanding knowledge, skills, and perspectives.
• Manifest Trust: PartnerHero builds strong, lasting relationships with customers, employees, and partners by delivering on commitments, being transparent, and acting with integrity.
• Take Ownership: PartnerHero takes responsibility for its actions and their outcomes, striving for excellence and accountability in all aspects of its work.
• Be Humble: PartnerHero values humility, actively seeking feedback, asking questions, and listening to others to improve and grow.

Collaboration Style:

• Cross-Functional Integration: PartnerHero's teams work closely with other departments, such as Training, Quality, and Operations, to ensure high-quality service and continuous improvement.
• Code Review Culture: PartnerHero encourages a culture of peer review and feedback, with a focus on learning from one another and improving together.
• Knowledge Sharing: PartnerHero fosters a culture of knowledge sharing and mentorship, with employees encouraged to share their expertise and support one another's growth and development.

📝 Enhancement Note: PartnerHero's customer support values and collaboration style are designed to foster a culture of care, growth, trust, ownership, and humility, with a focus on continuous learning, improvement, and teamwork.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• High Volume of Invoices: The role may involve processing a high volume of invoices, requiring strong organizational skills and the ability to prioritize tasks effectively.
• Broker Relationship Management: The role requires strong communication and negotiation skills to manage relationships with brokers, resolve payment issues, and maintain strong business relationships.
• Process Improvement: The role involves following documented processes and identifying opportunities for improvement, requiring strong analytical and problem-solving skills.

Learning & Development Opportunities:

• Training & Development Programs: PartnerHero offers training and development programs to help employees grow both personally and professionally, with a focus on continuous learning and improvement.
• Mentorship & Coaching: PartnerHero provides mentorship and coaching opportunities to support employees' career growth and development.
• Cross-Functional Projects: PartnerHero offers opportunities for employees to work on cross-functional projects, gaining exposure to different aspects of the business and developing new skills.

📝 Enhancement Note: PartnerHero's technical challenges and learning opportunities are designed to help employees develop their skills, gain experience, and advance their careers within the company.

💡 Interview Preparation

Technical Questions:

• Behavioral & Situational Questions: Practice answering behavioral and situational questions, focusing on real-life examples and scenarios that demonstrate your communication, problem-solving, and teamwork skills.
• Role-Play & Case Studies: Prepare for role-play and case study exercises by practicing customer interactions and developing a strong understanding of the role's responsibilities and requirements.
• Company & Team Fit: Research PartnerHero's company culture, values, and team dynamics to ensure a strong cultural fit and demonstrate your enthusiasm for the role and the company.

Company & Culture Questions:

• Company History & Mission: Familiarize yourself with PartnerHero's history, mission, and values, and be prepared to discuss how you align with the company's goals and objectives.
• Team Dynamics & Collaboration: Research the Customer Support team's structure, dynamics, and collaboration style, and be prepared to discuss how you would contribute to the team's success and growth.
• Customer Experience & Support: Prepare to discuss your approach to customer support, with a focus on empathy, problem-solving, and customer satisfaction.

Portfolio Presentation Strategy: (N/A - Not Applicable for this Role)

📝 Enhancement Note: PartnerHero's interview process is designed to assess candidates' communication, problem-solving, and teamwork skills, as well as their cultural fit with the company and the team. By preparing thoroughly and demonstrating a strong understanding of the role, the company, and the team, candidates can increase their chances of success in the interview process.

📌 Application Steps

To apply for this Customer Support Specialist II (Collections) position:

• Submit your application through the application link
• Review and update your resume, highlighting your relevant experience, skills, and achievements in customer support, collections, or a related field.
• Prepare for the interview process by practicing behavioral and situational questions, role-play and case studies, and company and culture questions.
• Research PartnerHero's company culture, values, and team dynamics to ensure a strong cultural fit and demonstrate your enthusiasm for the role and the company.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.