Customer Service Representative II

About this role

Work Setup:Remote - Philippines (BYOD)

Schedule: 8:00 AM to 5:00 PM EST (Fixed US Night Shift)

Job Summary:The Customer Service Representative II is responsible for handling customer inquiries via a maximum of two communication channels such as, phone, email, or chat and resolving customer issues in a timely and professional manner.

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

Responds promptly and professionally to customer inquiries via a maximum of two communication channels such as, phone, email, or chat

Provides in-depth information about products and services to customers

Resolves complex customer issues in a timely and efficient manner

Follows 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

Handle cases that require escalation to higher-level support or management and ensure they are resolved efficiently

Effectively manage high-pressure situations, maintaining professionalism and composure while resolving issues

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 to resolve customer issues

Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times

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

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 preferred

Proficient in using computers and various software applications

Prior experience in healthcare or medical accounts, particularly dental, is an advantage

Ninja Perks and Benefits

Remote

Competitive compensation

Beautiful facility & Free Meals for onsite positions

Adherence to government-mandated benefits

Retirement Savings Program with Company Matching

Life Insurance

HMO on day 1

Paid time off, birthday leave

Opportunities for skills training and personal and professional development

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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.

Originally posted on Himalayas