Customer Service Representative (Project-Based)

NinjaVan; Taguig; On-site; PHP 279,000 - 435,000; Full time

Job summary

NinjaVan Philippines is seeking a Customer Support Associate to handle POD validation, maintain trackers and process order validation requests from the support team.

You will gather data for escalation reviews, conduct basic investigations in internal systems, and escalate complex issues to the appropriate teams while keeping customers informed.

The role requires strong teamwork, adaptability to change, the ability to work under pressure, and willingness to work shifting schedules.

Qualifications

• Skills in using ticketing systems is a plus.
• Familiar with 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.

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

MS Excel

Google Slides

Active listening

Team player

Adaptable to change

Shift work

Tools

PPT

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