About the Unit:Customer Service Unit assists both internal and external customers and ensures timely and quality resolution is provided to all concerns received about the Company's products and services. The Unit ensures meeting and exceeding the customer satisfaction expectations, and loyalty and retention is promoted and applied to Ninja Van’s customers.
About the Job:The Customer Service Specialist is responsible for supporting internal and external customers by providing helpful information, answering questions, and responding to queries or complaints within the given SLA.
Duties and Responsibilities:
- Handle incoming inquiries, mostly received tickets from external or internal customers by accessing tools and systems available, and if necessary, coordinating with other departments.
- Handle escalation from other CS Teams as needed.
- Provide outbound communications and back-office support as needed.
- Provide timely and accurate solutions to internal and external customers.
- Well-versed with internal systems to aid in the extensive investigation process.
- Work closely with other inter-department stakeholders to ensure timely response in helping to resolve customer issues.
- Project a professional company image through phone and email interactions.
- Champion high customer service standards in meeting and exceeding customer expectations, building overall customer satisfaction and loyalty.
- Escalate urgent/critical issues to relevant stakeholders whenever the situation goes beyond the job scope and capabilities
- Other tasks may be assigned by the Assistant Team Lead, Team Lead, Senior Team Lead, Customer Support Manager, and Head of CS.
Qualifications:
- Must have extensive skills in using ticketing systems
- Familiar with using MS Excel, PPT or equivalent Google programs (GSlides, GSheets) but not required
- Strong phone contact handling skills and active listening
- Can generate creative solutions
- Can work well under pressure
- Must be a team-player
- Must be adaptable to change according to business needs
- Willing to work on shifting schedules and weekends