Job Description
Join our award-winning customer experience team as a remote Senior Specialist based in New York! At Apex Solutions Group, we're revolutionizing how global brands connect with their customers through technology and human-centric support. This fully remote role offers the flexibility to work from anywhere in the NYC metro area while making a tangible impact on customer satisfaction metrics.
Our ideal candidate thrives in dynamic environments, possesses exceptional problem-solving abilities, and is passionate about turning customer interactions into loyalty-building moments. You'll receive comprehensive training on our proprietary CX platform and benefit from a collaborative culture that values innovation and professional growth.
Responsibilities
- Resolve complex customer inquiries across multiple channels (phone, email, chat) with 95%+ first-contact resolution rate
- Document interactions in Salesforce CRM while maintaining meticulous accuracy and compliance standards
- Collaborate with technical teams to troubleshoot escalated product issues and implement solutions
- Proactively identify process improvement opportunities and contribute to knowledge base development
- Maintain SLA adherence while delivering personalized, empathetic support to high-value accounts
- Mentor junior team members through peer review sessions and knowledge sharing initiatives
Qualifications
- 3+ years in customer service/technical support with SaaS or e-commerce experience
- Proven track record of exceeding CSAT and NPS targets in remote environments
- Advanced proficiency in CRM platforms (Salesforce preferred) and helpdesk systems
- Exceptional written/verbal communication skills with multilingual capabilities a plus
- Ability to work independently while maintaining strong virtual collaboration skills
- Experience with quality assurance methodologies and performance metrics
- Relevant certification (e.g., CCXP, CPHR) or equivalent professional development