Customer Service Representative (Project-Based)

Ninja Van PH; Pateros; On-site; PHP 180,000 - 300,000; Full time

Job summary

Ninja Van PH is seeking a dedicated customer support assistant to handle POD validation, maintain trackers, and process validation requests from the support team. You will investigate issues using internal systems and escalate complex problems to relevant teams as needed.

You will communicate updates to customers and follow established procedures, ensuring accurate information delivery and collaboration across departments. Shift work flexibility is required.

Qualifications

• Ticketing systems experience is a plus.
• Familiar with MS Excel, Google Slides/Sheets, but not required.
• Strong phone contact handling skills and active listening.
• Can generate creative solutions.
• Can work well under pressure.
• Must be a team-player.
• Must be adaptable to change according to business needs.
• Willing to work on shifting schedules.

Responsibilities

• Performing POD validation and related tasks
• Assist in maintaining trackers
• Processing order validation requests from customer support team or other departments and other related tasks
• Assist in gathering data for escalation review
• Conduct basic investigation through internal systems to assist in resolving customer issues
• Escalate complex, urgent, critical issues that require other department's help to relevant teams
• Reach out to customers to provide updates regarding complaints follow - ups, and or validation, or gather additional information as needed
• Follow communication procedures, guidelines and policies
• Provide accurate, valid and complete information by using the right methods/tools
• Other tasks may be assigned by the Assistant Team Lead, Team Lead, Customer Support Manager and Head of Customer Service.

Skills

Ticketing systems

Active listening

Phone handling

Creative problem-solving

Work under pressure

Team player

Adaptability

Shift work

Tools

MS Excel

PowerPoint

Google Sheets

Google Slides

Job description

Duties and Responsibilities:

• Performing POD validation and related tasks

• Assist in maintaining trackers

• Processing order validation requests from customer support team or other departments and other related tasks

• Assist in gathering data for escalation review

• Conduct basic investigation through internal systems to assist in resolving customer issues

• Escalate complex, urgent, critical issues that require other department's help to relevant teams

• Reach out to customers to provide updates regarding complaints follow - ups, and or validation, or gather additional information as needed

• Follow communication procedures, guidelines and policies

• Provide accurate, valid and complete information by using the right methods/tools

• Other tasks may be assigned by the Assistant Team Lead, Team Lead, Customer Support Manager and Head of Customer Service.
  

Qualifications:

• Skills in using ticketing systems is a plus

• Familiar with using MS Excel, PPT or equivalent Google programs (GSlides, GSheets) but not required

• Strong phone contact handling skills and active listening

• Can generate creative solutions

• Can work well under pressure

• Must be a team-player

• Must be adaptable to change according to business needs

• Willing to work on shifting schedules