Customer support specialistNinja Van Philippines

Job Description
The Customer Support Specialist is required to uphold professionalism and service excellence while attending to complex customer issues and escalation, ensuring overall customer satisfaction.
Empathetic and Customer-centric, he/she is required to be a highly motivated individual with excellent interpersonal skills. He/she should be sensitive to customers' needs and try to match the company's best interest and theirs to achieve the best outcome.
The Customer Support Specialist is responsible for supporting internal and external customers by providing helpful information, answering questions, and responding to queries or complaints within the given SLA.
Main Duties
Handles escalated issues from Tier 1 by coordinating with different departments
Provides timely and accurate solutions to internal and external customers
Monitors the progress and makes sure all tickets are solved within the given SLA.
Well-versed with internal systems to aid in extensive investigation process
Work closely with other inter-department stakeholders to ensure timely response in helping to resolve customer issues
Project a professional company image through phone, chat and email interactions
Champion high customer service standards in meeting and exceeding customer expectation, building overall customer satisfaction and loyalty
Escalate urgent/critical issues to relevant stakeholders whenever situation goes beyond the job scope and capabilities
Keep abreast with all the latest information on the company's product, services, marketing plans, policy and procedures, ensuring that accurate and timely information is communicated to the customers
Minor Duties
Contributes to team effort by accomplishing related results as needed.
Assist Business Continuous Improvement Activities
Provide feedback and recommendation to better approach problems through refining macros, guidelines and response content
Flag out customer pain points and suggest possible solutions
Assist Business Development Tasks
Recognize, document and alert supervisors of consumer behavior and trends during service interactions
Others
Other tasks may be assigned by the Team Lead, Head of CS, Chief Operating Officer, or Country Manager.
Qualifications
High comfort level in using MS Excel, PPT or equivalent Google programs (GSlides, GSheets)
Must have extensive skills in using ticketing systems
Can generate creative solutions
Has good critical thinking and analytical skills
Can work well under pressure
Must be a Team Player
Can work with minimal supervision
Must be flexible with work schedule
Must be adaptable to change according to business needs