Customer Service Representative II | REMOTE

Work Setup: Remote

Equipment: BYOD

Schedule: TBD (Must be open to night shift)

Start Date: ASAP

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 look like?

• Handle manual reviews for cancellations and refunds
• Support basic troubleshooting for digital subscription platform issues (e.g., receipt uploads, survey errors)
• Work from existing SOPs in Google Docs
• Occasional outbound follow-ups to clarify customer information
• 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
• Perform other duties as assigned 

What are the required qualifications of a Customer Service Representative?

• Minimum of 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 
• Proficient in using computers and various software applications
• Strong problem-solving skills
• Strong attention to detail

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If you are interested, you can access your instant interview here: https://alpharun.com/i/PXlDzU1t0K2UQ3duzt9zx

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.