Customer Service Representative III

SupportNinja; Manila; Hybrid; PHP 335,000 - 558,000; Full time

Benefits offered by this job

Competitive compensation

Gov't benefits

Retirement Savings

Life Insurance

HMO on day 1

Paid time off

Birthday leave

Bonus plans

Skills training

Employee referrals

Beautiful office

Free lunch

Job summary

SupportNinja is seeking a Customer Service Representative III for a hybrid role based in Manila, with the Sanctum facility at SM-North EDSA, QC. You will handle complex inquiries across multiple channels, document interactions in CRM, and mentor teammates while meeting KPIs. Training and development are emphasized.

The role requires strong communication, CRM proficiency, and a foundation in sales. A customer-centric attitude and ability to collaborate with other departments are essential for

Qualifications

• 3 years of customer service experience, preferably in a call center.
• Excellent verbal and written communication skills.
• Knowledge and experience with a CRM system.
• Proficient in using computers and various software applications.
• At least 1 year Sales experience - foundational (basic) from start to finish

Responsibilities

• Respond promptly and professionally to complex customer inquiries or complaints via three or more channels (phone, email, and chat).
• Provide in-depth information about products and services to customers.
• Resolve escalated customer issues by listening, asking questions, and providing resolutions.
• Follow up with customers to ensure issues are resolved to their satisfaction.
• Document customer interactions accurately in the CRM.
• Manage key clients ensuring personalized and high-quality service.
• Contribute to process improvements by identifying inefficiencies and suggesting solutions.
• Manage and resolve complex or high-priority escalations requiring advanced problem-solving.
• Mentor other team members when needed.
• Adhere to company policies and procedures.
• Meet or exceed performance KPIs.
• Continuously improve knowledge of products, services, and processes through training.
• Collaborate with other departments to resolve customer issues.
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues.

Skills

Communication skills

CRM knowledge

Computer literacy

Sales experience

Job description

Work setup: Hybrid at The Sanctum, SM-North EDSA, QC

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

• Respond promptly and professionally to complex customer inquiries or complaints via 3 or more communication channels such as, phone, email, and chat

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

• Resolve escalated customer issues by actively listening, asking probing questions and providing a resolution to the customer

• Follow 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

• Manage key clients ensuring personalized and high-quality service

• Contribute to process improvement efforts by identifying inefficiencies and suggesting solutions to enhance customer experience

• Manage and resolve complex or high-priority escalations that require advanced problem-solving skills

• Serve as a mentor to other team members when needed

• Adhere to company policies and procedures

• Meet or exceed performance targets for related KPIs

• Continuously improves 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

What are the required qualifications of a Customer Service Representative III?

• 3 years of previous customer service experience, preferably in a call center environment

• Excellent communication skills, both verbal and written

• Knowledge and experience with a CRM

• Proficient in using computers and various software applications

• At least 1 year Sales experience - foundational (basic) from start to finish (not only upselling)

Ninja Perks and Benefits

• Competitive compensation

• Adherence to government-mandated benefits

• Retirement Savings Program with Company Matching

• Life Insurance

• HMO on day 1

• Paid time off, birthday leave

• Bonus and incentive plans

• Opportunities for skills training and personal and professional development

• Employee Referral Program

• Beautiful office space

• Free lunch provided daily

Disclaimer:

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, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.