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.
• Work Setup: Remote (Colombia)
• Equipment: Company-Provided
• Salary: COP 3,300,000 / month
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.