Customer Service Representative

Are you a polished communicator who excels at building trust and projecting professional credibility? SupportNinja is looking for customer-centric individuals to join our team as a Customer Service Representative I supporting a premium real estate investor relations account. If you thrive in a structured environment, possess a neutral accent, and are ready to deliver exceptional voice support, your next career move starts here.

Position Details

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Work Setup: Remote - PH

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Type of Contract: Seasonal (12 months)

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Equipment: BYOD (Bring Your Own Device)

Job Summary

The Customer Service Representative 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 heavily on handling Tier 1 inbound voice support calls, delivering scripted responses, and maintaining high credibility during investor-facing interactions.

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

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Inbound Voice Support: Handle inbound voice support calls promptly and professionally to address inquiries via phone, email, or chat.

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Scripted & Pre-Approved Delivery: Deliver pre-approved communications and structured scripted responses to provide accurate product and service information.

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Investor Relations Credibility: Ensure a polished, reliable delivery to sound “reasonably credible” during all investor-facing interactions.

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Clarification & Reassurance: Provide basic clarification and reassurance to callers based directly on existing written client communications.

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Call Flow Navigation: Follow a structured call flow and strictly adhere to designated escalation pathways for edge cases.

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VoIP & CRM Systems: Log, manage, and track customer interactions via a VoIP system (JustCall will be used) and accurately document details in the organization’s CRM.

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Peak Period Support: Efficiently manage high-volume, repetitive inquiry handling during peak operational periods.

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Issue Resolution & Follow-Up: Resolve customer issues in a timely, efficient manner and follow up to ensure satisfaction.

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Continuous Improvement: Participate in training programs and continuous learning modules to improve knowledge of products, services, and operational processes.

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Team & Metric Alignment: Meet or exceed performance targets for related KPIs while collaborating across departments.

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General Operations: Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times, performing other duties as assigned.

What are the qualifications of a Customer Service Representative I?

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Experience: Previous customer service experience or an equivalent background.

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Communication Skills: Good communication skills, both verbal and written.

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Accent Requirement: Neutral accent / westernized communication style is required.

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Technical Proficiency: Proficient in using computers, navigating software applications, and managing toolsets.

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CRM Capability: Prior knowledge and hands-on experience with a CRM system is preferred.

Ninja Perks and Benefits

- Competitive Compensation

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Full adherence to government-mandated benefits.

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Retirement Savings Program with Company Matching.

- Comprehensive Life Insurance.

- HMO coverage starting on Day 1.

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Free Dependents: One (1) dependent covered upon regularization, with a second (2) dependent added after one year of service.

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Paid Time Off + dedicated Birthday Leave.

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Clear opportunities for skills training and long-term professional development.

Discover A Better Way to Grow! Are you ready?

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