Job Description
Are you a dedicated problem-solver with a passion for creating exceptional customer journeys? Zenith Global Solutions is looking for a Senior Customer Service Representative to join our dynamic remote team. We value innovation, empathy, and excellence in every interaction.
In this pivotal role, you will serve as the voice of our brand, ensuring our clients receive the support they need to maximize the value of our platform. You will work in a collaborative environment where your insights directly influence product improvements and customer retention strategies.
Responsibilities
- Deliver top-tier support via phone, email, and live chat to resolve client inquiries efficiently and professionally.
- Manage and update customer records in Salesforce and Zendesk accurately and in real-time.
- Identify trends in customer feedback and escalate product or process issues to the Product Team.
- Build strong relationships with clients to increase retention and achieve high satisfaction scores (CSAT/NPS).
- Conduct product training sessions for new and existing customers to ensure platform proficiency.
- Handle escalated complaints with empathy and de-escalation techniques.
- Analyze support data to suggest actionable solutions for process optimization.
Qualifications
- Minimum of 2 years of experience in a Customer Service or Account Management role.
- Proficiency with CRM software (Salesforce, HubSpot) and helpdesk tools (Zendesk, Intercom).
- Excellent verbal and written communication skills in English.
- Strong problem-solving skills and the ability to multitask in a fast-paced environment.
- High school diploma or equivalent; Associate’s or Bachelor’s degree in Business or Communications preferred.
- Self-motivated with a proactive approach to learning new tools.