Customer Service Representative II

Work Setup: Onsite at The Sanctum, SM - North EDSA, QC

Equipment: Company-provided

Start Date: November 2, 2026

The Customer Service Representative II is responsible for handling customer inquiries and resolving moderately complex issues via up to two communication channels, including phone, email, and chat. This role serves as an experienced customer support resource by providing product and service guidance, managing escalated customer concerns, and delivering high-quality customer experiences while meeting operational performance expectations.

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

• Respond to customer inquiries through up to two communication channels, including phone, email, or chat

• Provide detailed information regarding products, services, policies, and procedures

• Resolve moderately complex customer issues and service requests in a timely and professional manner

• Follow up with customers as necessary to ensure satisfactory issue resolution

• Accurately document customer interactions, resolutions, and account updates within company systems and CRM platforms

• Manage escalated customer concerns and coordinate resolution with appropriate internal teams when necessary

• Maintain professionalism and composure while handling challenging customer interactions and high-volume workloads

• Research customer issues and identify appropriate solutions using available resources and knowledge bases

• Collaborate with cross-functional teams to resolve customer inquiries and improve service delivery

• Adhere to company policies and procedures

• Meet or exceed performance targets for related KPIs

• Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules

• Collaborate with other departments as needed

• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times

What are the required qualifications of a Customer Service Representative II?

• Minimum of two (2) years of customer service experience, preferably within a call center, contact center, or customer support environment
• Strong verbal and written communication skills
• Experience handling escalated or complex customer inquiries and service issues
• Proficiency with computers, business applications, and customer support platforms
• Experience using CRM systems and customer interaction tools
• Strong problem-solving and critical-thinking abilities
• Ability to manage multiple priorities in a fast-paced environment
• Strong attention to detail and accuracy in documentation
• Customer-focused mindset with a professional and empathetic approach to service delivery
• Ability to work independently and collaboratively within a team environment
• Adaptability and willingness to learn new products, systems, and processes
• Demonstrated ability to meet performance, quality, and productivity expectations

If you are interested, you can access your instant interview here: https://alpharun.com/i/vZc8c6b_dapm6poDxqOjn

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.

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