Job Description

Position

Customer Service Representative (CSR) – Remote

• Employment Type: Full-Time
• Work Arrangement: Remote
• Working Hours: U.S. Business Hours (flexibility for evenings and weekends based on client needs)

About the Role

We are seeking a Customer Service Representative (CSR) to provide high-volume customer support across phone, email, and live chat. The successful candidate will resolve customer issues efficiently, deliver an exceptional support experience, and maintain professional communication in a fast-paced environment.

Key Responsibilities

Customer Interaction & Issue Resolution

• Handle 50–100 customer support tickets daily using platforms such as Zendesk, Freshdesk, or Salesforce Service Cloud.
• Respond to customer inquiries via phone, email, live chat, and social media channels.
• Resolve customer issues with a focus on First Contact Resolution (FCR).
• Escalate complex issues to Tier 2 or technical support teams when required.

Ticket & SLA Management

• Prioritize support tickets based on urgency and SLA requirements.
• Track and manage open cases to ensure timely resolution.
• Maintain accurate and organized documentation of all customer interactions.

Knowledge Base & Process Improvement

• Update internal knowledge bases and FAQs.
• Create and improve response templates and macros.
• Contribute to reducing repetitive inquiries through improved documentation.

Customer Experience & Feedback

• Deliver professional, empathetic customer support.
• Collect customer feedback through CSAT and NPS surveys.
• Identify recurring issues and report trends.
• Escalate negative customer experiences for prompt resolution.

Collaboration

• Work closely with Product, Engineering, and Operations teams.
• Share customer insights to improve products and customer experience.

Compliance & Quality

• Comply with GDPR, HIPAA (where applicable), and company policies.
• Maintain confidentiality of customer information.
• Adhere to quality standards across all customer interactions.

Requirements

Experience

• 1–2+ years of experience in customer service, call center, or technical support roles.
• Experience using at least one of the following platforms:
  • Zendesk
  • Freshdesk
  • Salesforce Service Cloud

Skills

• Strong typing and multitasking skills.
• Excellent written and verbal English communication.
• Proficiency in Microsoft Office and Google Workspace.
• Ability to manage multiple priorities and support tickets simultaneously.

Preferred Qualifications

• Experience providing multilingual customer support.
• Experience in SaaS, E-commerce, Healthcare, or Finance industries.
• Experience working in KPI-driven environments.
• Familiarity with chatbots and AI-powered customer support tools.

Tools

• Zendesk
• Freshdesk
• Salesforce Service Cloud
• Email and Live Chat Systems
• Knowledge Base Tools
• Internal Collaboration Platforms

Key Performance Indicators (KPIs)

• First Contact Resolution (FCR)
• Average Handle Time (AHT)
• Customer Satisfaction (CSAT) / Net Promoter Score (NPS)
• SLA Compliance
• Ticket Backlog Management

Interview Process

1. Initial Phone Screen
2. Video Interview with Pavago Recruiter
3. Practical Task (Sample Ticket Handling)
4. Client Interview
5. Offer & Background Verification