Customer Service Representative

Pavago

21h•Remote

About The Position

We’re hiring a Customer Service Representative (CSR) to handle high-volume customer inquiries and deliver fast, high-quality support across channels. This role is focused on resolving issues quickly, managing ticket queues efficiently, and maintaining a strong customer experience. You’ll be the frontline voice of the company, ensuring every customer interaction is clear, professional, and resolved. The typical day involves reviewing and prioritizing ticket queues, responding to customer inquiries across channels, resolving issues or escalating when needed, updating the knowledge base and documentation, capturing feedback and identifying trends, and clearing backlog to ensure SLA compliance. In short, you ensure every customer issue is resolved quickly, clearly, and professionally.

Requirements

1–2 years in customer support, call center, or service roles.
Experience with ticketing tools like Zendesk, Freshdesk, Salesforce Service Cloud.
Strong typing and multitasking ability.
Proficiency in Google Workspace.
Proficiency in Microsoft Office.
Excellent written and verbal English communication.

Nice To Haves

Multilingual support capability.
Experience in SaaS.
Experience in E-commerce.
Experience in Healthcare.
Experience in Finance.
Familiarity with KPI-driven environments.
Exposure to Chatbots.
Exposure to AI support tools.

Responsibilities

Handle 50–100 daily tickets via Zendesk, Freshdesk, and Salesforce Service Cloud.
Respond across phone, email, live chat, and social channels.
Aim for first-contact resolution whenever possible.
Escalate complex issues to Tier 2/technical teams.
Prioritize tickets based on urgency and SLA requirements.
Maintain complete and accurate case notes.
Monitor open tickets to ensure timely resolution.
Keep backlog low and under control.
Communicate with empathy and professionalism, ensuring customers feel heard, understood, and supported.
Handle high-volume workloads without compromising quality.
Update internal knowledge base and FAQs.
Create and refine response templates and macros.
Improve resolution speed and consistency.
Capture customer sentiment (CSAT, NPS).
Identify recurring issues and trends.
Share insights with product/support teams.
Work closely with Product, Engineering, and Operations to ensure smooth resolution of complex cases.
Provide feedback to improve systems and workflows.
Follow privacy and compliance standards (GDPR, HIPAA if applicable).
Maintain confidentiality of sensitive customer data.
Ensure quality across all interactions.