Job Description
Title: Customer Service Representative
WAH
Location: National Capital Region
Type: Full Time
Workplace: remote
JobDescription:
We’re obsessed with growth. From enabling companies to flourish, to helping careers bloom.
SupportNinja was founded in 2015 to help companies solve for scale and connect them with a wider world of talent. Our vision is to show the world a better way to grow by developing the best people, implementing the latest technology, and challenging the status quo.
SupportNinja is a new kind of BPO. Our vision is to show the world a better way to outsource by developing the best people, implementing the latest technology, and challenging the status quo. SupportNinja helps fast-growing tech companies by providing around-the-clock outsourced support, lead generation, customer service and community management.
We change the game by prioritizing fun in our workplace. By joining our team as a Customer Service Representative, you’ll have the opportunity to provide world-class service to our customers through various channels while also working in our fun-forward culture.
What does a day in the life as a Customer Service Representative look like?
- Performs advanced customer service/support duties such as product inquiry, process assistance, billing support, cancellations, refunds etc.
- Responds promptly to customer inquiries in all channels possible; communicates with customers through various channels; chat, email & phone.
- Empathize with customers and prioritize needs.
- Engage and lead customers to a resolution they understand and can simulate through post- contact instructions or self- help tools that we will provide.
- Take ownership of challenging or persistent customer issues by following through to resolution and escalating when necessary.
- Follow recommended steps for resolution of customer concerns, for consistency and to ensure we have the right resolution.
- Document activities in the system and tools, and as directed by current action plans.
- Opens and maintains customer accounts by recording account information; Keeps records of customer interactions, transactions, comments, and complaints.
- Maintains a positive, empathetic, and professional attitude toward customers at all times; Acknowledges and resolves customer complaints.
- Processes orders, forms, applications, and requests.
- Obtains product mastery in order to respond to the customers’ concerns promptly and accordingly.
- Provides comprehensive and professional customer support to ensure customer satisfaction.
- Communicates and coordinates with colleagues as necessary; Provides feedback on the efficiency of the customer service process.
- Provide customer service to internal and external customers via phone and email.
- Resolve customer inquiries by gathering information, diagnosing the issue, and providing a resolution or next steps.
- Escalate unresolved issues to the appropriate team member for resolution according to established escalation processes.
- Provide feedback to internal and client teams on the impact of new features or services on existing customer issues.
- Work with internal or client teams to identify potential issues with new features and services.
- Maintain regular communication with management regarding process improvement opportunities.
- Outbound calls to walk customers through their internal system to get them verified and funded.
- Perform other duties as assigned.
What are the required qualifications for a Customer Service Representative?
- Undergraduates are welcome to apply
- A minimum of 1 year in a customer service/support role in a BPO/Call Center industry
- Excellent verbal and written communication skills Keen eye for detail
- Strong analytical, organizational, and time management skills
- Excellent team working, motivational, interpersonal, communication, and customer service skills
- The ability to multitask and quickly switch your focus under pressure
- Strong analytical, organizational, and time management skills
- Highly computer literate, basic IT skills, and typing skills
Required personal computer/laptop/equipment specifications and internet speed
- Minimum Processor: Intel i5 or equivalent Ryzen 5 * Minimum of 8GB Ram
- Minimum of 250GB HDD
- Windows 10 Pro / Windows 11 Pro Operating System: Must be Genuine License
- Windows OS build model 21h2 and up. (IT will perform an upgrade to your device)
- Sound card and video card (built-in is okay) *
- Minimum 19″ of Monitor, preferably 22′
- Headset (USB type)
- Internet Speed at least 25MBPS or higher
- ***Mac Os, Macbooks are not qualified