Customer Service - Lead Generation - PH - The Org - Permanent WFH
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Position Title: Customer Service Representative 

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:

  1. Reaches out to prospects via telephone and email to qualify leads using a specified scoring system.
  2. Navigates through a conversation flow to uncover business needs, understand business needs, and position account product and process offers as a compelling solution.
  3. Generates marketing qualified leads that are processed as new opportunities and sent to the sales team in the CRM system; Maintains and updates an accurate log of activity in the CRM system.
  4. Conveys summarized key findings from phone conversations to the rest of the Marketing team to help refine marketing communications.
  5. Performs lead generation life cycle from discovery to marketing qualified leads for handoff to sales; Manages and optimizes technical aspects of key sales and marketing systems
  6. Builds scalable processes that ensure best practices in marketing automation and lead generation; Monitors and maintains data quality within our sales/marketing databases.
  7. Analyzes marketing and sales data to develop insights and make recommendations on areas of optimization; Establishes analytics with sales to understand how marketing activity turns into customers, and continually refine the process to convert leads.
  8. Optimizes marketing automation and lead generation by nurturing through email, content, and social channels.
  9. Opens and maintains customer accounts by recording account information; Responds promptly to customer inquiries.
  10. Maintains a positive, empathetic, and professional attitude toward customers at all times.
  11. Communicates with customers through various channels; chat, email & phone.


 

Qualifications:

  1. Exceptional communication skills– both written and verbal– and the ability to build a genuine rapport with prospects over the phone promptly  
  2. Ability to learn quickly and manage multiple priorities and/or project
  3.  Ability to problem-solve and identify process efficiencies and improvements
  4. Associate’s or Bachelor’s Degree; undergraduates are welcome to apply as long as 1-3 years of experience in customer service, lead generation, or sales role is present
  5. Experience with CRM or ability to quickly learn marketing systems and tools
  6. Excellent knowledge of correct spelling, grammar, and punctuation; Excellent communication skills, both written and verbal
  7. Attention to detail; ability to multitask without suffering the quality of work, Team player
  8. Track record of over-achieving quota.
  9. Lead generation, information synthesis, strong writing skills, a strong understanding of business data


 

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.