REMOTE Chat & Email Rep I – Urgent!

SupportNinja is a new kind of BPO. Our vision is to show the world a better way to outsource by developing the best people, implementing the latest technology, and challenging the status quo. SupportNinja helps fast-growing tech companies by providing around-the-clock outsourced support, lead generation, customer service and community management.

As a Ninja, you are guaranteed a culture dedicated to our core values: Employee Focused, Always Be Humble, Improve Everyday, Compassionate Candor, and Collectively Bring Joy.

Here’s a glimpse of what your day will look like:

• • Responsible for providing customer care that is fast, friendly and accurate.
  • Similar to CSR L1 and 2 but can handle more tickets per hour/ more complex tickets, advance communication skills(Written and Spoken
  • )Responding to customer emails and chat using Zendesk Keeping oneself up-to-date on macros and client processes
  • Answer customer inquiries coursed through chat and email with accuracy and efficiency Empathize with customers and prioritize needs
  • Engage and lead customers to a resolution they understand and can simulate through post-contact instructions or self- help tools that we will provide
  • Take ownership of challenging or persistent customer issues by following through to resolution and escalating when necessary
  • Follow recommended steps for resolution of customer concerns, for consistency and to ensure we have the right resolution
  • Document activities in the system and tools, and as directed by current action plans
  • Handles same buckets with CSR 2 with additional Social Buckets
  • Conduct self ticket review
  • Participate in calibration and upskill programs

What are the required qualifications for this role?

• • Good written and oral communication skills
  • Excellent customer service skills
  • At least 1 years' experience in customer service (chat and email) or industry with a similar portfolio
  • With experience in using Zendesk or any similar platform
  • Must be willing work on a shifting schedule including working on weekends and holidays
  • Must be willing to work onsite during training
  • Can start ASAP!
    URL: https://jobs.lever.co/supportninja/bcc9aff9-922e-489a-be9f-f5c4a22e2676