Customer Service Representative II (E-Commerce) in at Supportninja Inc.

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

We are seeking a Customer Support Representative (Level 2) to join our dynamic support team. As a CSR Level 2, you will handle customer inquiries, resolve escalated issues, and provide exceptional service across multiple channels, including email, chat, and phone. You will act as a key point of contact for troubleshooting product concerns, processing orders and returns, and ensuring a positive customer experience.

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

• Respond to customer inquiries via email, and chat in a professional and timely manner.

• Address and resolve escalated customer concerns, including product-related questions, order issues, and returns/exchanges.

• Provide expert knowledge of Every Man Jack products and make recommendations based on customer needs.

• Process customer orders, refunds, and replacements while ensuring compliance with company policies.

• Maintain accurate records of customer interactions and resolutions in the CRM system.

• Collaborate with internal teams, including fulfillment, sales, and marketing, to enhance the customer experience.

• Identify trends in customer feedback and suggest improvements to products, services, or processes.

• Assist in training and mentoring Level 1 CSRs as needed.

• Stay up to date with company policies, promotions, and product developments.

• Maintain quality issue tracker on spreadsheet for the product team that focuses product issues

• Forward Amazon-related purchases/complaints to Amazon Customer Service team

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

• 2+ years of customer service experience, preferably in e-commerce, retail, or consumer goods.

• Strong verbal and written communication skills.

• Proficiency in CRM software (Zendesk, Salesforce, or similar) and Microsoft Office Suite.

• Ability to handle escalations with professionalism and problem-solving skills.

• Experience processing orders, refunds, and returns is a plus.

• Passion for customer satisfaction and brand advocacy.

• Ability to work independently while collaborating with a remote or in-office team.

• Strong multitasking and time management skills.

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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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.