Customer Service Representative III

Ninja Partners; Philippines; Hybrid; PHP 290,000 - 424,000; Full time

Benefits offered by this job

Competitive compensation

Government-mandated benefits

Life Insurance

HMO on day 1

Paid time off

Job summary

Ninja Partners is seeking a Customer Service Representative III in the Philippines to handle complex inquiries across multiple channels and mentor peers in a hybrid work setting at The Sanctum, SM-North EDSA, QC.

You will resolve escalated issues, document interactions in the CRM, and meet key KPIs while continuously learning about products and services.

Qualifications

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

Responsibilities

• Handle complex customer inquiries via phone, email, and chat.
• Provide in-depth information about products and services.
• Resolve escalated issues with active listening and probing questions.
• Follow up to ensure issue resolution and customer satisfaction.
• Document interactions accurately in the CRM.
• Mentor other team members and support peers.
• Contribute to process improvements for customer experience.
• Manage key clients with personalized high-quality service.
• Collaborate with other departments to resolve issues.

Skills

Communication skills

Verbal and written

Problem-solving

CRM knowledge

Tools

CRM system

Computers & software

Job description

Job Description

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

The Customer Service Representative III is responsible for handling complex customer inquiries via any communication channel such as phone, email and chat and resolving customer issues in a timely and professional manner. This position will also handle escalated inquiries from customers. Additionally, this role will support as a mentor to other team members.

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

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