Customer Service Representative
Customer Service Representative (CSR) – Remote
Customer Support | Zendesk | Live Chat | Email Support | Phone Support
Position Type: Full-Time, Remote
Working Hours: U.S. Client Business Hours (flexibility for evenings/weekends based on shifts)
About the Role
At Pavago , one of our clients is hiring a Customer Service Representative (CSR) to deliver exceptional customer support across phone, email, live chat, and ticketing platforms.
This is a fast-paced, customer-facing role focused on resolving inquiries quickly, managing support queues efficiently, and delivering an outstanding customer experience. You’ll serve as the first point of contact for customers, ensuring every interaction is handled professionally, accurately, and with empathy.
If you enjoy helping people, solving problems, and working in a high-volume support environment, this is an excellent opportunity to grow your career in customer experience.
What You’ll Own
Customer Support & Issue Resolution
- Respond to customer inquiries via:
- Phone
- Live Chat
- Social Media
- Manage 50–100 customer tickets daily using platforms such as:
- Zendesk
- Freshdesk
- Salesforce Service Cloud
- Resolve customer issues efficiently while maintaining a positive customer experience.
- Aim for first-contact resolution whenever possible.
- Escalate technical or complex issues to the appropriate internal teams.
Ticket Management & SLA Ownership
- Prioritize incoming tickets based on urgency and service-level agreements (SLAs).
- Maintain accurate case notes and customer records.
- Monitor open tickets to ensure timely follow-up and resolution.
- Keep ticket queues organized while minimizing backlog.
Customer Communication
- Deliver professional, empathetic, and solution-oriented support.
- Communicate clearly across written and verbal channels.
- Handle high volumes without compromising quality or customer satisfaction.
- Build trust through every customer interaction.
Knowledge Base & Process Improvement
- Update internal knowledge base articles and FAQs.
- Create and improve response templates and macros.
- Identify opportunities to improve support efficiency and consistency.
- Contribute to documentation that helps reduce repeat inquiries.
Customer Feedback & Insights
- Capture customer feedback through CSAT and NPS surveys.
- Identify recurring customer issues and trends.
- Share actionable insights with Product, Operations, and Leadership teams.
- Help improve products, services, and customer support processes.
Cross-Functional Collaboration
- Work closely with:
- Product
- Engineering
- Operations
- Customer Success
- Coordinate smooth escalation and resolution of customer issues.
- Communicate recurring pain points and improvement opportunities.
Compliance & Quality
- Follow company policies and customer support best practices.
- Maintain confidentiality of customer information.
- Ensure compliance with applicable privacy regulations (GDPR, HIPAA, where applicable).
- Consistently meet quality assurance standards.
Requirements
Must-Have Qualifications
Experience
- 1–2 years of experience in:
- Customer Service
- Customer Support
- Call Center
- Client Support
- Experience working in high-volume customer support environments.
Technical Skills
- Experience using customer support platforms such as:
- Zendesk
- Freshdesk
- Salesforce Service Cloud
- Strong typing and multitasking abilities.
- Proficiency with:
- Google Workspace
- Microsoft Office
- Excellent written and verbal English communication skills.
Nice-to-Have
- Multilingual customer support experience.
- Background supporting:
- SaaS
- E-commerce
- Healthcare
- Financial Services
- Experience working in KPI-driven customer support environments.
- Familiarity with AI-powered customer support tools or chatbots.
What Makes You a Strong Fit
- Patient, empathetic, and customer-focused.
- Excellent commun