Customer Service Representative II

SupportNinja

. Handle manual reviews for cancellations and refunds .

Posted 10/23/2026full-timeRemote • PhilippinesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer service with a focus on resolving complex issues efficiently while maintaining professionalism. Proficient in CRM usage and committed to continuous learning about products and services.

Highest-signal resume keywords

Customer Service ExperienceCRM KnowledgeStrong Communication SkillsProblem-Solving SkillsAttention to Detail

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills

ProfessionalismEmpathyCollaborationAdaptabilityTime Management

Tools & Technologies

Google DocsCRM SoftwareComputer Proficiency

Industry Keywords

Call Center EnvironmentCustomer InquiriesPerformance TargetsDigital Subscription PlatformOutbound Follow-Ups

About the role

Key responsibilities & impact

Handle manual reviews for cancellations and refunds
Support basic troubleshooting for digital subscription platform issues, including receipt uploads and survey errors
Work from existing SOPs in Google Docs
Conduct occasional outbound follow-ups to clarify customer information
Respond to customer inquiries via a maximum of two channels, such as phone, email, or chat
Provide in-depth information about products and services
Resolve complex customer issues efficiently and professionally
Follow up with customers to ensure issue resolution
Accurately document customer interactions in the organization's CRM
Escalate cases to higher-level support or management and ensure efficient resolution
Manage high-pressure situations while maintaining professionalism and composure
Adhere to company policies and procedures
Meet or exceed performance targets for related KPIs
Maintain current knowledge of products, services, and processes through training and continuous learning
Collaborate with other departments to resolve customer issues
Maintain a positive, empathetic, and professional attitude
Perform other duties as assigned

Requirements

What you’ll need

Minimum of 2 years of previous customer service experience, preferably in a call center environment
Strong communication skills, both verbal and written
Knowledge and experience with a CRM
Proficient in using computers and various software applications
Strong problem-solving skills
Strong attention to detail
Must be open to night shift
Must be based in the Philippines (remote)

Benefits

Comp & perks

Remote work setup
BYOD (bring your own device)
Training programs and continuous learning modules
Equal Employment Opportunity protections