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Customer Service Representative

1 hour, 35 minutes ago
El Salvador
Full-time
Junior
Customer Support
Customer and Technical Support
Apply Now
Pavago

Pavago

Pavago specializes in connecting small and medium-sized businesses with skilled offshore talent from Pakistan and Latin America, offering a streamlined recruitment process that enables the hiring, onboarding, and payment of remote employees at signific...

IT Services
Founded 2023
View All Jobs 59

Description

  • Handle inbound customer inquiries via phone, email, chat, and ticketing platforms.
  • Resolve customer issues quickly and professionally, escalating complex cases when needed.
  • Manage support tickets in systems such as Zendesk, Freshdesk, Help Scout, or Salesforce Service Cloud.
  • Prioritize urgent issues based on SLAs and maintain accurate case documentation.
  • Follow up on unresolved issues until they are fully completed.
  • Communicate professionally with customers and de-escalate frustrated situations calmly.
  • Update FAQs, internal support documentation, templates, and canned responses.
  • Identify recurring support trends and share customer insights with internal teams.
  • Work with operations, billing, product, and technical teams to ensure smooth escalations and handoffs.
  • Maintain compliance with company policies and documentation standards.

Requirements

  • 1–2 years of experience in customer service, customer support, call center support, or other client-facing roles.
  • Experience using Zendesk, Freshdesk, Salesforce Service Cloud, or other ticketing platforms.
  • Strong written and verbal English communication skills.
  • Strong multitasking and organizational skills.
  • Comfortable working in KPI-driven support environments.
  • Proficiency with Google Workspace or Microsoft Office.
  • Reliable internet connection and a professional remote work setup.
  • Preferred experience supporting U.S.-based customers.
  • Preferred experience in SaaS, e-commerce, healthcare, finance, or service industries.
  • Preferred experience with live chat and support automation tools; multilingual communication is a plus.

Interested in this position?

Apply directly on the company website

Apply Now

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