Customer Service Representative

🕒 June 4

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SupportNinja

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2015

🤝 B2B

☁️ SaaS

💰 Private Equity Round on 2021-02

B2B • SaaS

SupportNinja is a company that provides customizable and agile outsourcing solutions to help businesses scale and achieve key business outcomes. They specialize in areas like customer experience, customer support, technical support, content moderation, data processing, and finance & accounting. Utilizing AI-enabled solutions, SupportNinja aids over 200 companies in optimizing operations and achieving growth without the burden of extensive headcount increases. Their services focus on flexibility and responsiveness, ensuring tailored solutions that fit the unique needs of each client.

📋 Description

• Handle inbound voice calls and manage high-volume, repetitive inquiry handling during peak periods. • Respond promptly and professionally to customer inquiries and resolve issues efficiently using pre-approved scripted responses and communications. • Maintain a polished, professional, and "reasonably credible" tone during interactions with investors. • Follow a structured call flow and accurately utilize designated escalation pathways for edge cases. • Log, track, and manage all interactions via a VoIP system utilizing the JustCall platform. • Properly and accurately document customer interactions within the organization's CRM. • Participate in training programs and continuous learning modules to improve knowledge of products, services, and processes. • Meet or exceed performance targets for related KPIs while adhering to company policies and procedures. • Provide basic clarification and reassurance based on existing written client communications. • Collaborate with other departments as needed and maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times.

🎯 Requirements

• Previous customer service experience or equivalent background. • Good communication skills, both verbal and written, with a mandatory neutral accent required. • Must be able to sound "reasonably credible" in investor-facing interactions. • Proficient in using computers and various software applications. • Experience and knowledge with a CRM is preferred. • Must comply with the BYOD (Bring Your Own Device) IT equipment requirement.

🏖️ Benefits

• Competitive Compensation • Adherence to government-mandated benefits. • Retirement Savings Program with Company Matching. • Life Insurance. • HMO starting on Day 1. • Free Dependents: One (1) dependent upon regularization, with an additional second (2) dependent after one year of service. • Paid time off + birthday leave. • Opportunities for skills training and professional development.