Customer Service Representative II
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Job Description
Customer Service Representative II supporting SupportNinja’s digital subscription customers. Handling inquiries, refunds, troubleshooting, CRM documentation, and escalations remotely from the Philippines.
Responsibilities:
- Handle manual reviews for cancellations and refunds
- Support basic troubleshooting for digital subscription platform issues, including receipt uploads and survey errors
- Work from existing SOPs in Google Docs
- Conduct occasional outbound follow-ups to clarify customer information
- Respond to customer inquiries via a maximum of two channels, such as phone, email, or chat
- Provide in-depth information about products and services
- Resolve complex customer issues efficiently and professionally
- Follow up with customers to ensure issue resolution
- Accurately document customer interactions in the organization's CRM
- Escalate cases to higher-level support or management and ensure efficient resolution
- Manage high-pressure situations while maintaining professionalism and composure
- Adhere to company policies and procedures
- Meet or exceed performance targets for related KPIs
- Maintain current knowledge of products, services, and processes through training and continuous learning
- Collaborate with other departments to resolve customer issues
- Maintain a positive, empathetic, and professional attitude
- Perform other duties as assigned
Requirements:
- Minimum of 2 years of previous customer service experience, preferably in a call center environment
- Strong communication skills, both verbal and written
- Knowledge and experience with a CRM
- Proficient in using computers and various software applications
- Strong problem-solving skills
- Strong attention to detail
- Must be open to night shift
- Must be based in the Philippines (remote)
Benefits:
- Remote work setup
- BYOD (bring your own device)
- Training programs and continuous learning modules
- Equal Employment Opportunity protections
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