Job Description
Are you a passionate problem solver with a knack for turning frustrated customers into loyal brand advocates?
Zenith Global Support is looking for a dedicated Customer Service Representative to join our dynamic team in New York. In this role, you will be the voice of our brand, ensuring every client interaction is seamless, empathetic, and solution-oriented.
We are committed to fostering a culture of excellence and growth. As a member of our team, you will receive comprehensive training, mentorship, and the opportunity to advance your career in a supportive environment.
Why Join Us?
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance.
- Flexible work hours and hybrid remote options.
- Professional development and tuition reimbursement.
Responsibilities
- Manage high-volume inbound and outbound customer inquiries via phone, email, and live chat with a focus on reducing resolution time.
- Analyze customer feedback and complaints to identify trends, providing actionable insights to management.
- Resolve complex technical and billing issues by collaborating with cross-functional teams (e.g., IT, Sales, Finance).
- Maintain accurate and detailed records of all customer interactions in our CRM system.
- Act as a brand ambassador, ensuring all communications adhere to our company values and tone of voice.
- Escalate unresolved issues to senior management while keeping the customer informed of progress.
- Conduct proactive outreach to at-risk customers to ensure retention and satisfaction.
Qualifications
- High school diploma or equivalent required; Bachelor's degree preferred.
- Proven experience in customer service or call center environments (1+ years preferred).
- Excellent verbal and written communication skills with a native level of proficiency in English.
- Strong problem-solving abilities and the capacity to think on your feet under pressure.
- Proficiency in using CRM software (e.g., Salesforce, Zendesk) and Microsoft Office Suite.
- A customer-centric mindset with high emotional intelligence and empathy.
- Ability to work flexible shifts, including weekends and holidays as needed.