Job Description
Are you a problem solver with a passion for people?
Zenith Solutions Inc. is seeking a Senior Customer Service Representative to join our award-winning support team in Toronto. In this pivotal role, you will be the voice of our brand, ensuring our clients receive world-class support that turns challenges into opportunities.
We offer a hybrid work model, competitive benefits, and a culture that values your growth. If you thrive in a fast-paced environment and have a knack for de-escalating complex situations, we want to hear from you.
Responsibilities
- Manage high-volume inbound and outbound customer inquiries via phone, email, and live chat with a focus on first-contact resolution.
- Diagnose complex product issues and provide clear, accurate technical solutions to clients.
- Document all interactions and account updates accurately within our CRM system (Salesforce).
- Collaborate with the product and technical teams to identify trends and suggest improvements to our service protocols.
- Maintain a deep understanding of our product suite to act as a Subject Matter Expert for clients.
- Handle escalated complaints professionally to ensure high customer satisfaction scores.
Qualifications
- Minimum of 3 years of professional experience in Customer Service or Technical Support.
- Strong proficiency in English (both written and verbal) with a polished, professional tone.
- Experience working with CRM software (e.g., Salesforce, Zendesk, or HubSpot).
- Proven ability to multitask and manage time effectively in a remote or hybrid setting.
- Associate degree or higher in Business, Communications, or a related field (preferred).
- High level of empathy and emotional intelligence when handling difficult customer scenarios.