Customer Service Representative | ONSITE (Pampanga)

SupportNinja; Masamat; On-site; PHP 279,000 - 469,000; Full time

Benefits offered by this job

Competitive compensation

Government-mandated benefits

Retirement Savings Program

Life Insurance

Paid time off

Bonus and incentive plans

Skills training and development

Employee Referral Program

Beautiful office space (onsite)

Free lunch provided daily (onsite)

Job summary

SupportNinja is seeking a Customer Service Representative II for onsite work at The Hideout, Clark, Pampanga. You will handle inquiries via up to two channels (phone, email, or chat) and resolve issues promptly.

The role requires at least 2 years in customer service, strong communication and CRM skills, and a proactive, empathetic attitude. Evening shift 9PM–6AM (M-F) with flexible scheduling.

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
• Proficient in using computers and various software applications
• Strong problem-solving skills
• Strong attention to detail

Responsibilities

• Responds to customer inquiries via up to two channels (phone, email, or chat).
• Provides in-depth information about products and services.
• Resolves complex customer issues promptly and efficiently.
• Follows up to ensure issues are resolved to the customer's satisfaction.
• Documents customer interactions accurately in the CRM.
• Escalates issues to higher-level support when needed.
• Maintains professionalism in high-pressure situations.
• Adheres to company policies and procedures.
• Meets or exceeds KPIs.
• Participates in training to improve knowledge.
• Collaborates with other departments to resolve issues.
• Maintains a positive, empathetic attitude toward customers and colleagues.
• Performs other duties as assigned

Skills

Strong communication

CRM knowledge

Problem-solving

Attention to detail

Computer proficiency

Tools

CRM systems

Microsoft Office

Contact center software

Job description

Full Time Salary Clark Pampanga, Angeles Pampanga, Central Luzon, PH

Work Setup: Onsite at the Hideout, Clark, Pampanga

Start Date: ASAP

Schedule: 9PM - 6AM MNL (Must be flexible) | M-F

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 of 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

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
• Employee Referral Program
• Beautiful office space (for onsite employees)
• Free lunch provided daily (for onsite employees)

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.