Chat & Email Representative 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!