Ready to deliver world-class support for a fast-growing brand, solve complex customer challenges, and elevate your customer experience career? SupportNinja is looking for a Customer Service Representative II to handle customer inquiries across up to two communication channels, deliver exceptional service, and represent the team with excellence.
Job Summary
The Customer Service Representative II serves as a vital frontline ambassador, handling customer interactions and resolving complex inquiries via a maximum of two communication channels (such as phone, email, or chat). In this role, you will provide in-depth product knowledge, accurately document cases in the CRM, manage escalations, and partner with cross-functional teams to ensure customer satisfaction.
What does a day in the life of a Customer Service Representative II look like?
• Inquiry Management:
Responds promptly and professionally to customer inquiries via a maximum of two communication channels such as, phone, email, or chat.
• Product Expertise: Provides in-depth information about products and services to customers.
• Complex Issue Resolution: Resolves complex customer issues in a timely and efficient manner.
• Customer Satisfaction & Follow-Up: Follows up with customers to ensure that their issues have been resolved to their satisfaction.
• CRM Documentation: Properly and accurately document customer interactions in the organization’s CRM.
• Escalation Handling: Handle cases that require escalation to higher-level support or management and ensure they are resolved efficiently.
• High-Pressure Management: Effectively manage high-pressure situations, maintaining professionalism and composure while resolving issues.
• Policy Compliance: Adhere to company policies and procedures.
• KPI Performance: Meet or exceed performance targets for related KPIs.
• Continu
📌 Customer Service Representative II (Colombia)
🏢 SupportNinja
📍 Colombia
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