Job Description
Are you a dedicated professional with a passion for problem-solving and client satisfaction? Apex Support Global is looking for a Senior Customer Service Representative to join our dynamic team in the heart of London. We are a rapidly growing organization committed to delivering world-class support to our diverse client base.
In this role, you will be the primary point of contact for our valued customers, acting as a brand ambassador who listens, understands, and resolves inquiries with empathy and efficiency. You will work in a collaborative environment that values innovation and professional growth.
Responsibilities
- Manage high volumes of inbound and outbound customer inquiries via phone, email, and live chat with a focus on first-contact resolution.
- Diagnose and resolve complex technical and billing issues, escalating to senior management when necessary.
- Maintain accurate and up-to-date records of all customer interactions within our CRM systems.
- Act as a subject matter expert on company products and policies to provide accurate guidance.
- Collaborate with cross-functional teams (Product, Sales, and Technical) to improve service delivery.
- Identify trends in customer feedback and propose actionable strategies for process improvement.
Qualifications
- Minimum of 3 years of experience in a customer service or support role, preferably within a SaaS or retail environment.
- Strong proficiency in CRM software (e.g., Salesforce, Zendesk) and Microsoft Office Suite.
- Excellent verbal and written communication skills in English.
- Demonstrated ability to de-escalate conflict and maintain a positive, professional demeanor under pressure.
- Strong analytical skills with the ability to troubleshoot issues independently.