Customer Service Representative (Freshdesk)

Are you a natural problem-solver with a neutral accent?

As the next Customer Service Representative I, you won’t just be answering questions—you’ll be a vital advocate for customers, ensuring their inquiries are handled with professionalism and speed. We are looking for an empathetic communicator who thrives in a multichannel environment (phone, email, chat, and SMS) and is ready to tackle Tier 1 support challenges. If you are a technical investigator with a C1 communication level and a passion for motorcycles, your next career move starts here.

• Work Setup: Remote - Philippines

• Type of Contract: Full-Time

• Schedule/Hours: 9 AM – 5 PM EST, Mon–Fri (Night Shift)

• Equipment: Bring-Your-Own Device (BYOD)

Job Summary

The Customer Service Representative I is responsible for handling incoming customer inquiries via phone, email, or chat and resolving customer issues in a timely and professional manner. This role focuses on delivering accurate product information, ensuring resolution satisfaction, and supporting AI readiness through meticulous documentation.

What does a day in the life of a Customer Service Representative I look like?

• Multichannel Engagement: Respond promptly and professionally to inquiries via phone, email, chat, and SMS.

• Tier 1 Support Mastery: Handle high-priority tasks such as WISMO (Where Is My Order), order changes, refunds, and other basic queries.

• Customer Advocacy: Provide accurate information about products and services while maintaining a positive, empathetic, and professional attitude toward all customers and colleagues.

• Resolution & Follow-up: Resolve issues efficiently and follow up with customers to ensure their satisfaction.

• CRM Excellence: Properly and accurately document all customer interactions in the organization’s CRM.

• AI Readiness Support: Facilitate future AI deflection strategies through detailed documentation and process support.

• Collaboration: Partner with other departments as needed to ensure customer success is achieved.

• KPI Performance: Meet or exceed performance targets for all related KPIs while adhering to company policies.

What are the qualifications of a Customer Service Representative I?

• Experience: Previous customer service experience or an equivalent background.

• Communication:C1 Communications level is a hard requirement with a natural and neutral accent.

• Technical Savvy: Proficient in using computers and various software applications.

• Tool Proficiency: Hands-on experience with Freshdesk and Vonage (or similar tools) is required.

• CRM Knowledge: Previous experience with a CRM is preferred.

• Subject Matter Interest: A familiarity or interest in motorcycles is a "nice to have" to support easier engagement with customers.

Core Soft Skills Requirements

• Empathetic Problem Solver: You maintain a professional and empathetic attitude at all times, ensuring customers feel heard.

• Outcome Focused: You focus on resolving issues in a timely and efficient manner, ensuring resolution to the customer's satisfaction.

• Adaptable Learner: You continuously improve your knowledge of products, services, and processes through training programs and learning modules.

Ninja Perks and Benefits

• Competitive Compensation

• Adherence to government-mandated benefits.

• Retirement Savings Program with Company Matching.

• Life Insurance.

• HMO starting on Day 1

• Paid time off + birthday leave.

• Opportunities for skills training and personal and professional development.

Discover A Better Way to Grow! Are you ready?

Fast-track your application and dive straight into your next big opportunity. Access your Instant Interview here:

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.

SupportNinja is proud to be an Equal Employment Opportunity employer, and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.

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Originally posted on Himalayas