Customer Service Representative II

Ready to deliver world-class support for a fast-growing brand, solve complex customer challenges, and elevate your customer experience career? SupportNinja is looking for a Customer Service Representative II to handle customer inquiries across up to two communication channels, deliver exceptional service, and represent the team with excellence.

• Work Setup: Remote — Colombia
• Schedule: Monday–Friday, 7:00 AM–4:00 PM Pacific Time (PT)
• Equipment: Company-Provided
• Salary: COP 3,300,000 / month

Job Summary

The Customer Service Representative II serves as a vital frontline ambassador, handling customer interactions and resolving complex inquiries via a maximum of two communication channels (such as phone, email, or chat). In this role, you will provide in-depth product knowledge, accurately document cases in the CRM, manage escalations, and partner with cross-functional teams to ensure customer satisfaction.

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

• Inquiry Management: Responds promptly and professionally to customer inquiries via a maximum of two communication channels such as, phone, email, or chat.

• Product Expertise: Provides in-depth information about products and services to customers.

• Complex Issue Resolution: Resolves complex customer issues in a timely and efficient manner.

• Customer Satisfaction & Follow-Up: Follows up with customers to ensure that their issues have been resolved to their satisfaction.

• CRM Documentation: Properly and accurately document customer interactions in the organization’s CRM.

• Escalation Handling: Handle cases that require escalation to higher-level support or management and ensure they are resolved efficiently.

• High-Pressure Management: Effectively manage high-pressure situations, maintaining professionalism and composure while resolving issues.

• Policy Compliance: Adhere to company policies and procedures.

• KPI Performance: Meet or exceed performance targets for related KPIs.

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

• Cross-Departmental Collaboration: Collaborate with other departments as needed to resolve customer issues.

• Professional Conduct: Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times.

• Additional Duties: Perform other duties as assigned.

What Does a Qualified Candidate Look Like?

Must Haves / Non-Negotiable:

• Relevant Experience: Minimum of 2 years of previous customer service experience, preferably in a call center environment.

• English Language Proficiency: C1–C2 English proficiency with excellent verbal and written communication skills, clear pronunciation, strong conversational fluency, and the ability to communicate effectively with English-speaking customers.

• Communication Skills: Strong communication skills, both verbal and written.

• CRM Knowledge: Knowledge and experience with a CRM.

• Technical Skills: Proficient in using computers and various software applications.

• Problem-Solving & Attention to Detail: Strong problem-solving skills and strong attention to detail.

Nice to Haves / Preferred:

• Tool Familiarity & E-Commerce Stack: Experience or familiarity with Shopify, Aircall, Gorgias, Signifyd, CSI, or NetSuite.

Ninja Perks & Benefits

• Competitive Compensation

• Statutory Compliance: Adherence to government-mandated legal benefits in Colombia.

• 100% Remote Setup: Work comfortably from home in Colombia.

• Hardware Provided: Standard company-provided device with 16GB RAM, extra monitor, and headset.

• Career Path & Development: Access to clear career path opportunities and continuous training opportunities.

Ready for the Next Step?

Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow! Are you ready?

If your background aligns with the non-negotiable qualifications above, fast-track your application by completing the quick AI pre-screening interview:

👉 Access the AI Pre-Screening Interview Here:

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 an equal opportunity employer and is committed to providing equal employment opportunities in accordance with applicable Colombian law.

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