Customer Service Representative II (Apparel)

SupportNinja; Metro Manila; Remote; PHP 201,000 - 335,000; Full time

Job summary

SupportNinja is seeking a Customer Service Representative II for a remote role based in the Philippines. The position runs from November 16, 2026 to January 1, 2027 with a schedule of 6:00am - 3:00pm ET, Monday to Friday.

The role involves handling inquiries via phone, email, or chat and resolving issues in a timely, professional manner. You will support an apparel brand, assist with returns and exchanges, provide product guidance, and maintain CRM documentation.

Qualifications

• Minimum of 2 years of customer service experience, preferably in a call center.
• Strong communication skills, both verbal and written.
• Knowledge and experience with a CRM system.
• Proficient in using computers and various software applications.
• Strong problem-solving skills and attention to detail.

Responsibilities

• Responds to customer inquiries via up to two channels (phone, email, chat).
• Provides product/service information and guidance.
• Resolves complex issues quickly and professionally.
• Follows up to ensure customer satisfaction.
• Documents interactions accurately in the CRM.

Skills

Communication

CRM knowledge

Computer proficiency

Problem solving

Attention to detail

Tools

CRM software

Microsoft Office

Job description

• Work Setup: Remote - Philippines




• Equipment: Bring Your Own Device (BYOD)




• Type of Contract: Full-Time Seasonal




• Schedule: 6:00am - 3:00pm ET, Monday - Friday




• Duration: November 16, 2026 to January 1, 2027

Customer Service Representative II is responsible for handling customer inquiries via a maximum of two communication channels such as, phone, email, or chat and resolving customer issues in a timely and professional manner.

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

• Responds promptly and professionally to customer inquiries via a maximum of two communication channels such as, phone, email, or chat




• Provides in-depth information about products and services to customers




• Resolves complex customer issues in a timely and efficient manner




• Follows up with customers to ensure that their issues have been resolved to their satisfaction




• Properly and accurately document customer interactions in the organization’s CRM




• Handle cases that require escalation to higher-level support or management and ensure they are resolved efficiently




• Effectively manage high-pressure situations, maintaining professionalism and composure while resolving issues




• Adhere to company policies and procedures




• Meet or exceed performance targets for related KPIs




• Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules




• Collaborate with other departments as needed to resolve customer issues




• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times




• Perform other duties as assigned

What are the required qualifications for a Customer Service Representative II?

• Minimum of 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




• Proficient in using computers and various software applications




• Strong problem-solving skills




• Strong attention to detail




• Channels of support: Email, Text/SMS, Live Chat




• About the role/scope: Customer support for an apparel brand; assist customers with returns and exchanges, provide product guidance and fit recommendations

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