Job Description
We are seeking a Senior Customer Service Representative to join our dynamic team in New York. If you have a passion for problem-solving and a knack for turning frustrated customers into brand advocates, we want to hear from you.
At Nexus Support Group, we don't just answer tickets; we build relationships. You will be the voice of our brand, ensuring every interaction is a positive one. This is an opportunity to lead, innovate, and make a tangible impact on our company culture.
Why Join Us?
- Competitive salary and comprehensive benefits package.
- Flexible working hours and a supportive remote-friendly culture.
- Professional development and career growth opportunities.
Responsibilities
- Manage a high volume of inbound and outbound customer inquiries via email, chat, and phone with a focus on quality and speed.
- Resolve complex technical and billing issues by investigating root causes and implementing effective solutions.
- Maintain accurate and up-to-date records of all customer interactions and account activities within our CRM system (Salesforce).
- Conduct proactive follow-ups to ensure customer satisfaction, retention, and successful resolution of issues.
- Collaborate closely with the product and technical teams to escalate recurring issues and provide feedback.
- Train junior staff members on product knowledge, soft skills, and company policies.
Qualifications
- Minimum of 3 years of experience in a customer-facing role, preferably in a SaaS or tech environment.
- Proficiency in CRM software (Salesforce, Zendesk, or HubSpot) and Microsoft Office Suite.
- Exceptional written and verbal communication skills with a native-level command of English.
- Strong analytical and problem-solving abilities with a detail-oriented approach.
- High school diploma or equivalent; Associate’s degree or Bachelor’s degree preferred.
- Ability to remain calm and professional under pressure while meeting strict KPI targets.