Customer Service Representative (E-commerce/Hospitality) at Supportninja

Work Set Up: Remote

Start Date: ASAP

Schedule: 10PM - 7AM Manila Time | Sunday to Thursday, Tuesday-Saturday

Equipment: Company provided

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

• Teamwork and Leadership:
  • Express ideas and suggestions in support of the team’s success
  • Solicits and readily accepts constructive feedback
  • Sees tasks through to completion and offers support as needed
  • Closely follow process workflows and support in the implementation of initiatives, projects as directed by leadership.
• Communication, Transparency, and Proactiveness:
  • Able to communicate clearly and effectively with fellow consultants, leadership, and client contacts.
  • Eager to learn new systems and processes
• Organizational Skills and Process-Oriented:
  • Consistently perform with high accuracy and attention to detail.
  • Demonstrates high attention to detail and thorough review of one’s work with a focus on Quality
  • Understands the value of workflows, efficiency, and accuracy when processing repetitive operational tasks with high accountability
  • Ability to remain cool, calm, collected, and organized in a fast-paced environment
• Problem Solving and Decision Making:
  • Solutions focused, viewing challenges as an opportunity to resolve problems and working through them
  • Exhausting available resources and materials to resolve issues but knows how to seek consultation from peers and seniors when needed.
• De-escalate situations involving dissatisfied customers, offering patient assistance.
• Empathize with customers and prioritize their needs in this very important event. Collaborate with other team members to overcome challenges and deliver a memorable Customer Experience.
• Consistently follow recommended steps for resolution of customer concerns; have a keen eye for detail.
• Use Zendesk to manage tickets at the end of every month, export the tickets attached to each concern and then roll up what the themes are in terms of who’s contacting them.

What are the required qualifications for a Customer Service Representative?

• Excellent written and oral communication skills in English.
• Able to be the voice of the company while handling customers in a professional manner.
• At least 6 months in call center or BPO setup supporting e-commerce, retail or hospitality industry.
• Ability to empathize is a must — wedding planning can be a stressful time, and your role is to be a problem-solver, advocate, and concierge for the newly engaged couple and their wedding guests.
• The individual who has an innate curiosity and shows initiative to continuously learn.
• Has a team player mindset with innovative ideas and strong attention to detail..

Preferred qualifications:

• Experience in using Zendesk as a ticket/task management system.
• Knowledge in wedding planning and organization is a plus.
• Direct experience or knowledge of the wedding industry. Familiar with what couples' want and need.

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

Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow Are you ready?

If you are interested, you can access your instant interview here: https://alpharun.com/i/YHDfS6W1IDmHSXbBuvotK

Disclaimer:

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.

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