Job Description
Are you a dedicated problem-solver with a passion for delivering exceptional customer experiences? Apex Global Solutions is seeking a Senior Customer Service Representative to join our dynamic team in New York. In this pivotal role, you will serve as the voice of our brand, ensuring our clients receive top-tier support that fosters loyalty and trust.
We are looking for a proactive individual who thrives in a fast-paced environment and possesses the technical acumen to manage complex client interactions with ease. If you are ready to advance your career in a supportive and innovative setting, we want to hear from you.
Responsibilities
- Manage a high volume of inbound and outbound customer inquiries via phone, email, and chat, prioritizing first-contact resolution.
- Resolve complex customer issues by analyzing root causes and implementing effective, empathetic solutions.
- Maintain accurate and up-to-date records of all customer interactions within the Salesforce CRM system.
- Identify and document recurring customer feedback to assist product and operational teams in service improvements.
- Collaborate closely with cross-functional teams, including sales and technical support, to ensure seamless service delivery.
- Adhere to all company policies, service level agreements (SLAs), and quality assurance standards.
Qualifications
- Minimum of 3-5 years of proven experience in customer service or client support roles.
- Exceptional verbal and written communication skills with a polished, professional tone.
- Proficiency in CRM software (e.g., Salesforce, Zendesk) and Microsoft Office Suite.
- Strong analytical skills with the ability to troubleshoot issues and think critically under pressure.
- High emotional intelligence and the ability to de-escalate tense situations effectively.
- Flexibility to work rotating shifts, including weekends and holidays as required.