US Customer Service Representative - WAH
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*OPEN TO REMOTE WORK ARRANGEMENTS

Company Overview

As the fastest growing outsourcing solution in North America, SupportNinja is redefining the BPO space. Our mission is to “Show the World a Better way to Outsource”.

What does this mean?

We are more than just an outsourced contact 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. SupportNinja is one of the 100 fastest growing private companies in the US, one of the fastest growing companies to come out of Austin, a recipient of the Austin A-List Awards, and has been listed as a Best Place to Work.

Join us in our quarterly retreats, our welcoming office spaces, and see why we double in size year after year!

 

Main Duties and Responsibilities:

To interact with the customers/clients in order to answer questions, resolve support issues, improve credibility, and nurture relationships.


Job Responsibilities:

  1. Must have good communication skills
  2. 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; chat, email & phone
  5. Acknowledges and resolves customer complaints
  6. Obtains product mastery in order to respond to the customers’ concerns promptly and accordingly
  7. Processes orders, forms, applications, and requests
  8. Keeps records of customer interactions, transactions, comments and complaints
  9. Communicates and coordinates with colleagues as necessary
  10. Provides feedback on the efficiency of the customer service process
  11. Provides comprehensive and professional customer support to ensure customer satisfaction

 

Qualifications:

  1. Proven customer support experience
  2. Track record of over-achieving quota
  3. Strong phone contact handling skills and active listening
  4. Familiar with CRM systems and practices
  5. Customer orientation and ability to adapt/respond to different types of characters
  6. Excellent communication and presentation skills
  7. Ability to multitask, prioritize and manage time effectively
  8. High school diploma or equivalent