Customer Service Representative II

SupportNinja; Philippines; A distancia; PHP 180.000 - 240.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive compensation

Retirement Savings Program withCompany

Life Insurance

Paid time off, birthday leave

Bonus and incentive plans

Skills training and development

Descripción de la vacante

SupportNinja in the Philippines is seeking a friendly Customer Service Representative II to support customers and merchants with payment-related inquiries. This full-time, remote role emphasizes issue resolution, timely responses, and a positive customer experience.

You will respond via Jira, escalate when needed, handle refunds and declined transactions, and maintain accurate records. The schedule is 9AM-5PM EST, Monday to Friday, with quarterly shifts to accommodate local time zones.

Formación

• 2 years of previous customer service experience, preferably in a call center.
• Strong communication skills, both verbal and written.
• Knowledge and experience with a CRM preferred.
• Proficient in using computers and various software applications.

Responsabilidades

• Respond to customer and merchant inquiries via our Jira support ticketing system in a timely and professional manner.
• Escalate technical-related requests to our technical team, and other customer success inquiries to our Account Management team.
• Assist with payment-related questions, including credit card transactions, EFT/PAD payments, refunds, and declined transactions.
• Investigate transaction issues and coordinate with internal teams to resolve them.
• Monitor and manage support tickets, ensuring timely follow-ups and resolutions.
• Escalate complex technical or payment issues when necessary
• Deliver friendly, professional, and efficient customer service.
• Maintain accurate records of customer interactions and resolutions.

Conocimientos

Verbal communication

Written communication

CRM experience

Computer literacy

Herramientas

Jira

Descripción del empleo

Customer Service Representative II

Service Delivery Full Time Salary Philippines - Remote, PH

Work Setup: Remote

Equipment: (BYOD) Bring-Your-Own-Device

Schedule: 9AM-5PM EST M-F, shifting schedule every quarterly

Start Date:ASAP

We are looking for a friendly, detail-oriented, and reliable Customer Support Representative to join our team. In this role, you will assist customers and merchants with payment-related inquiries, troubleshoot issues, and ensure a positive customer experience.

What does a day in the life of a Customer Service Representative look like?

Respond to customer and merchant inquiries via our Jira support ticketing system in a timely and professional manner. Escalate technical-related requests to our technical team, and other customer success inquiries to our Account Management team.

Assist with payment-related questions, including credit card transactions, EFT/PAD payments, refunds, and declined transactions.

Investigate transaction issues and coordinate with internal teams to resolve them.

Monitor and manage support tickets, ensuring timely follow-ups and resolutions.

Escalate complex technical or payment issues when necessary

Deliver friendly, professional, and efficient customer service. .

Maintain accurate records of customer interactions and resolutions.

What are the required qualifications of a Customer Service Representative?

• 2 years of previous customer service experience, preferably in a call center environment
• Strong communication skills, both verbal and written
• Knowledge and experience with a CRM preferred
• Proficient in using computers and various software applications

Ninja Perks and Benefits

• Competitive compensation
• Adherence to government-mandated benefits
• Retirement Savings Program with Company Matching
• Life Insurance
• Paid time off, birthday leave
• Bonus and incentive plans
• Opportunities for skills training and personal and professional development

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.

SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.

Attachments (1)

WFH Workstation Requirements-revised 6.25.2025.pdf