SupportNinja
Customer Service Representative III - WAH
Why we’re awesome?
SupportNinja is redefining the outsourcing space. Our mission is to “Show the World a Better way to Outsource”.
What does this mean?
We work with some of the world's most disruptive companies across the tech, lifestyle, music, and e-commerce spaces. Our services include customer support for apps, content moderation for streaming music services, B2B lead generation for SaaS companies, and back-office support for one of the world’s largest nonprofits.
Our client roster includes HotelTonight, Warner Music/Level, SeatGeek, and more. SupportNinja is one of the 100 fastest-growing private companies in the US, one of the fastest-growing companies to come out of Austin, a recipient of the Austin A-List Awards, and has been listed as a Best Place to Work.
Join us in our quarterly retreats, our welcoming office spaces, and see why we double in size year after year!
The Associate I - Service Delivery Customer Service will resolve the account’s customers’ and users’ issues and concerns;
attract potential customers by answering product and service questions; providing exceptional customer service by going
above and beyond, process orders, prepare correspondences and fulfill customer needs to ensure customer satisfaction via
phone, email, and/or chat. (Tier 1 may cover up to two out of 3 contact channels).
About the role
- Performs basic customer service/support duties such as product inquiry, process assistance, etc.
- Responds promptly to customer inquiries in all channels possible; communicates with customers through various channels; chat, email & phone.
- Gather data from various sources
- Interpret and analyze data, and input results following a defined SOP
- Use critical thinking skills to identify and resolve or escalate edge cases or other results that don’t fit SOPs
- Opens and maintains customer accounts by recording account information; Keeps records of customer interactions, transactions, comments, and complaints.
- Maintains a positive, empathetic, and professional attitude toward customers at all times;
- Acknowledges and resolves customer complaints.
- Processes requests.
- Reviews data for deficiencies or errors, correct any incompatibilities if possible, and check the output
- Researches and obtains further information for incomplete documents
- Applies data program techniques and procedures
- Obtains product mastery in order to respond to the customers’ concerns promptly and accordingly
- Be able to easily understand and adapt to how the US Healthcare system works
- Provides comprehensive and professional customer support to ensure customer satisfaction.
- Conveys summarized key findings from leads to the rest of the client’s team to help refine
- Meet or exceed all KPIs as defined by Elaborate
- Communicates and coordinates with colleagues as necessary; Provides feedback on the efficiency of the customer service process.
Qualifications
- Minimum of 2 years experience in a customer service account handling phone, email, and chat.
- High emotional intelligence - knowing how to deliver the results of the lab test to patients
- Experience working with healthcare type of accounts.
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.
SupportNinja is a BPO that seeks to provide enterprises with exceptional customer support outsourcing and more.
- Founded
- Founded 2015
- Employees
- 500+ employees
- Industry
- Professional Services
Customer Service Representative