Customer Service Representative

Pavago

1d•Remote

About The Position

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, and maintaining strong communication under pressure. If you’re someone who is empathetic, organized, and thrives in fast-paced environments, this role is for you.

Requirements

1–2+ years in customer service, call center, or support roles.
Experience using at least one platform: Zendesk, Freshdesk, or Salesforce Service Cloud.
Strong typing and multitasking ability.
Excellent written and verbal English.
Proficiency with Microsoft Office and Google Workspace.
Ability to manage multiple tickets and priorities simultaneously.

Nice To Haves

Multilingual support experience.
Industry exposure: SaaS, E-commerce, Healthcare, Finance.
Experience in KPI-driven environments.
Familiarity with Chatbots and AI-powered support tools.

Responsibilities

Handle 50–100 daily support tickets using platforms like Zendesk, Freshdesk, Salesforce Service Cloud.
Respond via phone, email, live chat, and social channels.
Aim for first-contact resolution (FCR).
Escalate complex issues to Tier 2 or technical teams.
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.
Update internal knowledge bases and FAQs.
Create and improve response templates and macros.
Help reduce repetitive tickets through better documentation.
Communicate with empathy and professionalism.
Capture customer feedback (CSAT, NPS).
Identify recurring issues and flag trends.
Escalate negative experiences for quick resolution.
Work closely with Product, Engineering, and Operations teams.
Provide insights to improve customer experience and product quality.
Ensure compliance with GDPR and HIPAA (if applicable).
Maintain confidentiality when handling customer data.
Follow quality standards for all interactions.