Customer Service Representative (UniGroup)
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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
  • Stress-free start up accounts
  • HMO upon hire + 1 dependent upon regularization!
  • Life Insurance upon hire
  • 10 Paid time off upon regularization + 1 Birthday leave every year!
  • Competitive Salary


 

Job Responsibilities:

 

  1.  This role is following up with inbound leads to book appointments. They verify the information and scrub data. No cold calling or sales involved. (Coverage to be determined.)
  2.  Opens and maintains customer accounts by recording account information on the client platform. Maintains a positive, empathetic, and professional attitude toward customers at all times. 
  3.  Responds promptly to customer inquiries.
  4.  Communicates with customers through various channels; email & phone.
  5.  Completes new product and service training, and knowledge checks in a timely manner
  6.  Meet KPI, internal metrics such as quality, performance SLAs, and shift adherence.
  7.  Communicates with customers through the following channels; chat, email &/or phone. Additional channels would incur skills premium allowance and would incur additional charges.
  8.  Maintains customer database by entering any new and updated customer and account information.
  9.  Enters order data by inputting alphabetic and numeric information in the given system. (ERP)
  10.  Verifies entered customer and order data by reviewing, deleting, correcting, and/or re-entering data that may or may not have been correct in the first place (due to most common human error during the order writing process).
  11. Secures information by guarding any and all paper assets with life & limb due to its essentiality in order delivery.
  12.  Processes customer and account source documents by reviewing data for deficiencies; resolving discrepancies by using standard procedures (i.e. getting in contact with the person who wrote the order to ask them why quantities on certain line items are not included).
  13. Follows file purging procedures to eliminate data redundancy.

 

Qualifications:

 

  1. A high-energy personality that is empathetic toward the idea of moving and all of the stress it may cause and questions it will initiate.
  2. Hard-working and responsible for initiating and answering all inquiries via phone calls and electronically generated, warm leads.
  3. Guide customers through a specific process of obtaining information for their move as they learn from you about our process and next steps.
  4. Serve as a primary interface with our expansive agency family in coordinating details of appointments for moving quotes.
  5. Quarterback and help disseminate inquiries to appropriate departments outside of the customer engagement center.
  6. Collaborate with your team on process improvements and elevating the customer experience, with the use of technology.
  7. Competitive and metrics-driven with a strong motivation to win as our team works together to surpass our goals.
  8. Organized with a strong aptitude for time management and completing tasks in an efficient manner.

 

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.