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Customer Service Representative (assurance deal)SupportNinja

Salary: Agreement
Work form: Full time
Posting Date: 22/07/2021
Deadline: 21/08/2021
Position Title: Customer Service - PH - Assurance Deal - Permanent WFH
Job Location: Clark Freeport Zone, Pampanga
Why we're awesome?
SupportNinja is redefining the outsourcing space. Our mission is to "Show the World a Better way to Outsource". What does this mean?
We are more than just a call center - we challenge the status quo with the greatest people and the latest technology. SupportNinja provides a personalized, modern and ethical approach that allows us to provide faster, smarter support than our competitors.
We work with some of the world's most disruptive companies across the tech, lifestyle, music and e-commerce spaces. Our services include customer support for apps, content moderation for streaming music services, B2B lead generation for SaaS companies, and back-office support for one of the world's largest nonprofits. Our client roster includes HotelTonight, Warner Music/Level, Bill and Melinda Gates Foundation, SeatGeek, and more.
Be a Ninja and enjoy the following benefits:
Fun, fast-paced environment where you can stretch your creativity
HMO upon hire + 1 dependent upon regularization!
Life Insurance upon hire
10 Paid time off upon regularization + 1 Birthday leave every year!
Competitive Salary
Primary Objectives:
To interact with the customers/clients in order to answer questions, resolve support issues, improve credibility, and nurture relationships.
Job Responsibilities: * Provide support to consumers and small/medium size businesses (SMB).
Will provide basic technical support to customers by phone, chat, and email.
Research customer concerns to find appropriate resolutions.
Create and maintain case management records of daily problems and remedial actions taken, or installation activities.
Interface with customers regarding other vendors' equipment to find solutions to customer's concerns.
Develop training materials and procedures, or train users in the proper use of hardware or software.
Create and maintain knowledge base articles to foster customer self-help tools available on-line.
Non-voice support: Be responsible for L1 tickets that are submitted to us (in Zendesk) or any tickets assigned to the team in line with stipulated SLAs
Voice support: TBD based on phone skills of the team. Triage an issue, generate a ticket in
Zendesk and be responsible for driving the ticket to closure in line with stipulated SLAs
Customer Reach-outs: TBD based on phone skills of the team. Proactively reach out to all existing customers and get feedback
Back-office tasks: Generate weekly customer alerts and IT compliance reports based on provided templates and instructions
Lead research: From time to time, the team will be responsible to assist our customer operations team with lead research on social channels like Linkedin or the web.
Intercom chat and Zendesk for tier 1 support, with an escalation flow for tier 2. The Ninja team will be supporting the Assurance insurance policy platform. It currently is at -235 tickets a day.
There are 4 ticket categories. The POCs are building out tier 1 agent flows for ticket handling and information needed for escalations. They understand these are important for training.
There are seasonal spikes due to different enrollment periods, therefore the team will also need to be prepared to support documentation upkeep around busy season. The team has been working on FAQs for each lines of insurance and the business
Another secondary task will be to assist in building out more answers for answer bots in intercom, simple bot training.
Who the Ninjas will support:
B2B2C - Guides and Agents, both are in the same system with computers and headsets.
- Guides are providing customer service, trying to match customers to the agents.
- Agents are a tech savvy sales group, independent business owners that sell insurance Health, Life,
Property, Medicare insurance.
Qualifications: * At least one year of Technical Support call-center experience or equivalent education.
Excellent communication, interpersonal, organizational and presentation skills.
Knows how to troubleshoot using phone, email & chat.
Familiar with networking hardware and software issues.
Knowledge of major Operating Systems, Windows 2000, Windows, Vista, XP, Windows 7, Mac OS/X.
Intercom/chat support experience, ticket system experience (will be using Zendesk)
Need experience with basic hardware troubleshooting
Written English fluency is a must
Ideally 2 years experience
Sense of urgency, ability to manage urgent clients
Good followthrough
Strong note taker for escalations
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.
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SupportNinja

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Philippines
Permanent
Full-time

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SupportNinja

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SupportNinja jobs

Clark, Central Luzon

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SupportNinja jobs

Clark, Central Luzon

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