Customer Service Representative

Customer Service Representative (CSR) – Remote | Zendesk, Freshdesk, Salesforce Support | U.S. Hours

Position Type: Full-Time, Remote
Working Hours: U.S. Business Hours (flexibility for evenings/weekends based on client needs)
About the Role

We’re hiring a Customer Service Representative (CSR) to handle high-volume customer support across phone, email, and chat .

You’ll be the frontline voice of the company , responsible for:

- Resolving customer issues quickly

- Delivering a positive support experience

- Maintaining strong communication under pressure

If you’re someone who is empathetic, organized, and thrives in fast-paced environments , this role is for you.
What You’ll Own
Customer Interaction & Issue Resolution

- Handle 50–100 daily support tickets using platforms like:

- Zendesk

- Freshdesk

- Salesforce Service Cloud

- Respond via:

- Phone

- Email

- Live chat

- Social channels

- Aim for first-contact resolution (FCR)

- Escalate complex issues to Tier 2 or technical teams

Ticket & SLA Management

- Prioritize tickets based on urgency and SLA requirements

- Track and manage open cases to ensure timely resolution

- Document all interactions clearly in the system

- Maintain organized and complete ticket records

Knowledge Base & Efficiency

- Update internal knowledge bases and FAQs

- Create and improve:

- Response templates

- Macros

- Help reduce repetitive tickets through better documentation

Customer Experience & Feedback

- Communicate with empathy and professionalism

- Capture customer feedback (CSAT, NPS)

- Identify recurring issues and flag trends

- Escalate negative experiences for quick resolution

Collaboration

- Work closely with:

- Product

- Engineering

- Operations teams

- Provide insights to improve customer experience and product quality

Compliance & Quality

- Ensure compliance with:

- GDPR

- HIPAA (if applicable)

- Maintain confidentiality when handling customer data

- Follow quality standards for all interactions

What Success Looks Like

- High first-contact resolution rates

- Fast response and resolution within SLA

- Strong customer satisfaction (CSAT ≥ 90%)

- Clean, organized ticket management

- Positive feedback from customers and leadership

What Makes You a Strong Fit

- Patient, empathetic, and customer-focused

- Strong communicator (written and verbal)

- Comfortable handling high ticket volumes

- Organized and detail-oriented

- Resilient under pressure

- Adaptable across different industries and customer types

Requirements (Must-Have)
Experience

- 1–2+ years in:

- Customer service

- Call center

- Support roles

- Experience using at least one platform:

- Zendesk

- Freshdesk

- Salesforce Service Cloud

Skills

- Strong typing and multitasking ability

- Excellent written and verbal English

- Proficiency with:

- Microsoft Office

- Google Workspace

- Ability to manage multiple tickets and priorities simultaneously

Nice to Have

- Multilingual support experience

- Industry exposure:

- SaaS

- E-commerce

- Healthcare

- Finance

- Experience in KPI-driven environments

- Familiarity with:

- Chatbots

- AI-powered support tools

Tools You’ll Use

- Zendesk / Freshdesk / Salesforce Service Cloud

- Email & chat systems

- Knowledge base tools

- Internal collaboration platforms

What a Typical Day Looks Like

- Review and prioritize incoming tickets

- Respond to customer inquiries across channels

- Resolve issues or escalate when needed

- Update knowledge base with new solutions

- Collaborate with internal teams on complex cases

- Track feedback and improve support quality

- Clear or update ticket queue before end of day

In short:
You ensure every customer interaction ends with clarity, professionalism, and resolution.
Key Metrics (KPIs)

- First Contact Resolution (FCR)

- Average Handle Time (AHT)

- CSAT / NPS scores (target ≥ 90%)

- SLA adherence

- Ticket backlog management

Interview Process

- Initial Phone Screen

- Video Interview with Pavago Recruiter

- Practical Task (handle sample tickets)

- Client Interview

- Offer & Background Verification

Apply Now

If you’re a customer-first professional who can handle volume without compromising quality , we’d love to hear from you.

Apply now and become the voice that delivers exceptional customer experiences every day.

Originally posted on Himalayas