Customer Service Representative
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Key skills for this role
About the Role
Pavago is hiring a Customer Service Representative to handle high-volume customer support across phone, email, and chat, working remotely during U.S. business hours.
Key Skills for This Role
Responsibilities
- Handle 50–100 daily support tickets using platforms like Zendesk, Freshdesk, or Salesforce Service Cloud
- Respond to customer inquiries via phone, email, live chat, and social channels
- Aim for first contact resolution and escalate complex issues to Tier 2 or technical teams
- Prioritize tickets based on urgency and SLA requirements, tracking open cases to ensure timely resolution
- Document all interactions clearly in the system and maintain organized ticket records
- Update internal knowledge bases, FAQs, and create response templates and macros
- Capture customer feedback (CSAT, NPS) and identify recurring issues to flag trends
- Collaborate with product, engineering, and operations teams to improve customer experience
Requirements
- 1 2+ years of experience 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 or Google Workspace
- Ability to manage multiple tickets and priorities simultaneously
Full Job Posting
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 and delivering a positive support experience.
What You’ll Own
- Handle 50–100 daily support tickets using platforms like Zendesk, Freshdesk, or Salesforce Service Cloud
- Respond via phone, email, live chat, and social channels
- Aim for first contact resolution (FCR) and escalate complex issues to Tier 2 or technical teams
- Prioritize tickets based on urgency and SLA requirements, tracking open cases to ensure timely resolution
- Document all interactions clearly in the system and maintain organized ticket records
- Update internal knowledge bases, FAQs, and create response templates and macros
- Capture customer feedback (CSAT, NPS) and identify recurring issues to flag trends
- Collaborate with product, engineering, and operations teams to improve customer experience and product quality
- Ensure compliance with GDPR, HIPAA (if applicable), and maintain confidentiality
Requirements (Must Have)
- 1–2+ years of experience 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 or 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 or AI powered support tools
Why Join Us?
- Direct impact on customer satisfaction and retention
- Opportunity to work with modern support tools and platforms
- Clear career progression into senior support or team lead roles
- Fully remote work environment aligned with U.S. business hours
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