Customer Service Representative (with Zendesk experience)

SupportNinja; Manila; On-site; PHP 300,000 - 420,000; Full time

Benefits offered by this job

Full-time employees

Competitive compensation

Life Insurance

HMO on day 1

Paid time off

Job summary

SupportNinja is seeking a Customer Service Representative II for onsite work at the Sanctum, SM North, Quezon City. You will handle complex inquiries, resolve issues, and document interactions in the CRM.

The role requires prior customer service experience, strong communication skills, and Zendesk familiarity; collaboration with other departments is expected, with competitive compensation and benefits.

Qualifications

• Previous customer service experience or equivalent.
• Strong communication skills, both verbal and written.
• Proficient in using computers and various software applications.
• Knowledge and experience with a CRM; Zendesk experience preferred.
• Zendesk experience or background preferred.

Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, or chat.
• Provide accurate information about products and services to customers.
• Resolve customer issues in a timely and efficient manner.
• Follow up with customers to ensure issues are resolved to their satisfaction.
• Document customer interactions accurately in the organization’s CRM.
• Adhere to company policies and procedures.
• Meet or exceed performance targets for related KPIs.
• Collaborate with other departments as needed.

Skills

Customer service experience

Excellent communication

Computer proficiency

CRM experience

Collaboration

Tools

Zendesk

CRM software

Job description

Work Setup: Onsite at theSanctum, SM North - EDSA, Quezon City

The Customer Service Representative II is responsible for handling complex customer inquiries and resolving customer issues in a timely and professional manner.

What does a day in the life of a Customer Service Representative look like?

• Respond promptly and professionally to customer inquiries via phone, email, or chat Provide accurate information about products and services to customers


• Resolve customer issues in a timely and efficient manner


• 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


• 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


• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times

What are the required qualifications of a Customer Service Representative?

• Previous customer service experience or equivalent


• Good communication skills, both verbal and written


• Proficient in using computers and various software applications


• Knowledge and experience with a CRM preferred


• Must have prior Zendesk experience or background

Preferred qualification:

• Zendesk experience supporting customers


• Retention experience

Ninja Perks and Benefits

• Full-time employees
  
  
  
  • 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 (for onsite employees)
  
  
  • Free lunch provided daily (for onsite employees)