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!
To interact with the customers/clients in order to answer questions, resolve support issues, improve credibility, and nurture relationships.
Opens and maintains customer accounts by recording account information
Maintains a positive, empathetic and professional attitude toward customers at all times
Responds promptly to customer inquiries
Communicates with customers through various channels; chat, email & phone
Acknowledges and resolves customer complaints
Obtains product mastery in order to respond to the customers' concerns promptly and accordingly
Processes orders, forms, applications, and requests
Keeps records of customer interactions, transactions, comments and complaints
Communicates and coordinates with colleagues as necessary
Provides feedback on the efficiency of the customer service process
Provides comprehensive and professional customer support to ensure customer satisfaction
Phone, chat, and email customer support functions through use of 3rd party platforms provided by the client. SLA's will be mutually agreed upon during the trial period.
Goals: understand customer's issue, inform them of how to resolve (if possible), categorize the issue and report or escalate back to the Client (if immediate resolution is not possible).
Proven customer support experience
Track record of over-achieving quota
Strong phone contact handling skills and active listening
Chrome experience, customer service experience, written comms skills, problem-solving skills.
Familiar with CRM systems and practices
RingCentral background (preferred but not required), Intercom (preferred but not required), Trainer experience (not required)
Customer orientation and ability to adapt/respond to different types of characters
Excellent communication and presentation skills
Ability to multitask, prioritize and manage time effectively
High school diploma or equivalent; college degree preferred
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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