Customer Service Representative | ONSITE (Quezon City) in Quezon City at SupportNinja

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

Start Date: November 16, 2026 or November 30, 2026

Type of Contract: Full-Time

The Customer Service Representative is responsible for supporting customer and community interactions by managing inquiries, resolving support cases, monitoring engagement activity, and promoting a positive customer experience across support and community platforms. This role serves as a primary point of contact for customer support, collaborating with internal teams to address escalations, improve processes, and support customer engagement initiatives.

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

• Manage and resolve customer inquiries and support cases in a timely and accurate manner
• Serve as a primary point of contact for customer-related questions, requests, and support needs
• Provide clear, professional, and customer-focused communication across support channels
• Escalate complex or unresolved issues to appropriate internal teams while maintaining ownership through resolution
• Monitor customer interactions and engagement activity to ensure compliance with operational standards and support processes
• Support customer engagement initiatives, including discussions, outreach activities, campaigns, and informational programs
• Collaborate with internal teams to identify recurring issues and support operational improvements
• Contribute to knowledge base articles, support resources, and self-service documentation
• Track and maintain accurate records related to customer cases, trends, and operational activities
• Prepare reports and provide insights related to customer interactions, case trends, and process improvement opportunities
• Support onboarding, enablement, and informational sessions for customers as needed
• Maintain knowledge of support processes, customer service procedures, and operational workflows
• 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?

• Minimum of one (1) year of experience in customer service, customer support, customer success, or a related customer-facing role
• Experience supporting online communities, support platforms, ticketing systems, or customer engagement channels preferred
• Experience using customer support tools, communication platforms, or CRM systems preferred
• Strong written and verbal communication skills with the ability to engage professionally with customers and internal stakeholders
• Strong customer service and interpersonal skills with a customer-focused mindset
• Strong organizational and time management skills with the ability to manage multiple priorities and deadlines
• Strong attention to detail and ability to maintain accurate records and case documentation
• Ability to research, analyze, and resolve customer-related issues efficiently
• Ability to work independently while maintaining strong collaboration across teams
• Ability to adapt to changing priorities and operational needs in a fast-paced environment
• Proficiency with Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint
• Basic technical aptitude with the ability to quickly learn new systems, tools, and support platforms
• Demonstrated problem-solving, critical thinking, and escalation management skills
• Ability to support training sessions, workshops, or onboarding activities as needed
• Flexible and adaptable approach with a growth-oriented mindset

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)

Fast-track your application and dive straight into your next big opportunity. Access your Instant Interview here: https://alpharun.com/i/cmgfq1yNUte9zynqA4Xcr

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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