Customer Service Representative (Project-Based)

Ninja Van; Taguig; On-site; PHP 335,000 - 614,000; Full time

Job summary

Ninja Van is hiring a Customer Support Associate to join our team in the Philippines. You will perform POD validation, maintain trackers, and handle order validation requests from the customer support group and other departments.

You will gather data for escalation reviews and conduct basic investigations to aid in resolving customer issues. You will escalate complex issues to the appropriate teams, reach out to customers for updates, and ensure adherence to procedures, guidelines, and policies.

Qualifications

• Experience with ticketing systems is a plus.
• Familiar with MS Excel, PPT or Google programs (GSlides, GSheets) but not required.
• Strong phone contact handling skills and active listening.
• Ability to generate creative solutions.
• Ability to work well under pressure.
• Must be a team-player.
• 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

Active listening

Strong communication

Team player

Adaptable to change

Under pressure

Creative problem solving

Shift work willing

Ticketing systems experience

Tools

Excel

PowerPoint

Google Slides

Google Sheets

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