Ephoca is hiring: Customer Service Representative in New York

Job Summary

This is a dynamic role for a professional with outstanding customer service, problem-solving abilities, and excellent communication skills, who thrives on creating positive and lasting client experiences.

Key Responsibilities:

• Serve as the primary point of contact for key clients, managing all aspects of their needs, including orders, invoicing, and service coordination.
• Provide concierge-level service by addressing issues and requests directly via phone, email, WhatsApp, SMS, or any preferred communication channel.
• Ensure clients are never redirected to multiple departments or people; handle all issues or requests from start to resolution.
• Coordinate technical support, including dispatching service personnel, parts delivery, and maintenance scheduling.
• Resolve customer inquiries related to products, services, invoicing, or logistics with efficiency and professionalism.
• Collaborate with internal departments such as technical support, finance, and operations to fulfill customer requests.
• Develop and maintain a strong relationship with VIP clients, understanding their preferences and anticipating their needs.
• Utilize company CRM (Zoho Desk) to track and manage customer interactions and ensure prompt follow-ups.
• Monitor the performance of customer interactions and continuously seek ways to improve the client experience.
• Act as a liaison between the company and VIP customers, making sure their needs are prioritized and met to the highest standards.

Qualifications:

• Minimum of 5 years of experience in a customer service or concierge role, preferably in a technical or VIP client-facing environment.
• Excellent communication skills—both written and verbal—with the ability to handle high-pressure situations and demanding clients.
• Demonstrated ability to multi-task and manage various client requests seamlessly.
• Strong problem-solving skills and a proactive attitude toward resolving issues.
• Familiarity with CRM systems, preferably Zoho Desk or similar platforms.
• Ability to work independently and maintain a calm, professional demeanor under pressure.
• Experience with technical service coordination or familiarity with HVAC or related services is a plus.

Job Type: Full-time