Customer Service Representative

37 minutes ago
Full-time
Junior
Customer and Technical Support
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

Description

  • Respond to inbound customer inquiries via phone, email, live chat, and support tickets.
  • Resolve customer concerns professionally and efficiently, escalating complex cases when needed.
  • Troubleshoot common customer issues and follow up on open cases through resolution.
  • Manage support tickets in Zendesk, Freshdesk, Help Scout, or Salesforce Service Cloud.
  • Prioritize requests based on urgency and SLA requirements.
  • Document customer interactions accurately and maintain organized support records.
  • Communicate empathetically, de-escalate difficult situations, and keep customers informed.
  • Update FAQs, knowledge base articles, response templates, and support workflows.
  • Identify recurring issues, share customer insights, and recommend process improvements.
  • Collaborate with operations, billing, technical support, and product teams on escalations.

Requirements

  • 1–2+ years of experience in customer service, customer support, call center, or client-facing support.
  • Experience using customer support platforms such as Zendesk, Freshdesk, Help Scout, or Salesforce Service Cloud.
  • Proficiency with Google Workspace and Microsoft Office.
  • Excellent written and verbal English communication skills.
  • Professional, empathetic, and customer-focused communication style.
  • Strong multitasking and organizational abilities.
  • Ability to manage difficult customer situations with professionalism.
  • Comfortable working in high-volume customer support environments.
  • Reliable internet connection and a professional remote workspace.
  • Experience supporting U.S.-based customers, SaaS, e-commerce, healthcare, finance, or service-based businesses is preferred.

Benefits

  • Fully remote role with U.S. business hours.
  • Opportunity to make a direct impact on customer experience and retention.
  • Collaborative, supportive, and structured work environment.
  • Access to modern customer support platforms and tools.
  • Career growth opportunities into Customer Success Specialist, Team Lead, Operations Support, or Client Experience Manager.

Interested in this position?

Apply directly on the company website

Apply Now

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