Job Description
Are you a dedicated problem-solver with a passion for delivering exceptional client experiences? Apex Support Global is seeking a highly skilled Senior Customer Service Representative to join our dynamic team in New York.
We pride ourselves on being the industry leader in client retention and satisfaction. In this pivotal role, you will act as the primary point of contact for high-value clients, ensuring their inquiries are resolved with precision and empathy. We offer a competitive salary, comprehensive benefits package, and a culture that fosters professional growth.
Why Join Us?
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance.
- Professional development and career advancement opportunities.
- A collaborative and inclusive work environment.
Apply today to become a key player in our customer success journey.
Responsibilities
- Client Escalation Management: Handle complex, high-priority client escalations with patience and expertise, ensuring resolutions are delivered within SLA timelines.
- CRM Optimization: Maintain accurate and up-to-date records in Salesforce/HubSpot, documenting every interaction to drive data-driven decision-making.
- Process Improvement: Identify gaps in our support workflows and proactively propose solutions to enhance the overall customer journey.
- Team Collaboration: Partner with product and technical teams to communicate client feedback and advocate for necessary product enhancements.
- Quality Assurance: Participate in monthly QA reviews and training sessions to maintain the highest standards of service excellence.
- Client Onboarding: Guide new clients through our onboarding process, ensuring they fully understand our platform and maximize its value.
Qualifications
- Experience: Minimum of 3-5 years of experience in customer service or technical support roles within a SaaS or tech environment.
- Communication: Superior verbal and written communication skills, with the ability to translate technical jargon into accessible language.
- Tools: Proficiency in CRM software (e.g., Salesforce, Zendesk, HubSpot) and Microsoft Office Suite.
- Problem Solving: Strong analytical skills with a proven track record of resolving complex issues independently.
- Education: High school diploma or GED required; Bachelor’s degree preferred.
- Soft Skills: Empathy, resilience, and a customer-first mindset are essential.