Customer Service Representative III in Quezon City, NCR at SupportNinja

The Customer Service Representative III is responsible for handling complex customer inquiries via any communication channel such as, phone, email and chat and resolving customer issues in a timely and professional manner. This position will also handle escalated inquiries from customers. Additionally, this role will support as a mentor to other team members.

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

• Respond promptly and professionally to complex customer inquiries or complaints via 3 or more communication channels such as, phone, email, and chat
• Provide in-depth information about products and services to customers
• Resolve escalated customer issues by actively listening, asking probing questions and providing a resolution to the customer
• 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
• Manage key clients ensuring personalized and high-quality service
• Contribute to process improvement efforts by identifying inefficiencies and suggesting solutions to enhance customer experience
• Manage and resolve complex or high-priority escalations that require advanced problem-solving skills
• Serve as a mentor to other team members when needed
• Adhere to company policies and procedures
• Meet or exceed performance targets for related KPIs
• Continuously improves knowledge of products, services, and processes by participating in training programs and continuous learning modules
• Collaborate with other departments as needed to resolve customer issues
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times
• Perform other duties as assigned

What are the required qualifications of a Customer Service Representative III?

• Must have high school diploma or equivalent, college degree preferred
• Must be 18 years of age or older
• 2-3 years of previous customer service experience, preferably in a call center environment
• Excellent communication skills, both verbal and written
• Knowledge and experience with a CRM
• Proficient in using computers and various software applications

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)

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