Job Description
We are seeking a highly motivated 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 Apex Global Solutions, we believe that exceptional service is the backbone of our success. As a key member of our support team, you will play a vital role in shaping our customer experience.
Why join us?
- Competitive salary and comprehensive benefits package.
- Professional development and career growth opportunities.
- A collaborative and inclusive work environment.
Responsibilities
- Manage a high volume of inbound and outbound customer inquiries via phone, email, and live chat with a focus on first-contact resolution.
- Analyze customer feedback and trends to recommend process improvements to management.
- Utilize CRM software (e.g., Salesforce, Zendesk) to maintain accurate and up-to-date customer records.
- Collaborate with cross-functional teams, including Product and Sales, to resolve complex escalated issues.
- Adhere to all company policies and service level agreements (SLAs).
Qualifications
- Minimum of 3 years of experience in a customer service or technical support role.
- Excellent verbal and written communication skills with a professional tone.
- Proficiency in CRM tools and MS Office Suite.
- Strong problem-solving abilities and the ability to think critically under pressure.
- High school diploma or equivalent; Associate's degree preferred.