Customer Service Representative

8 hours, 7 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

  • Handle 50–100 daily support tickets across phone, email, live chat, and social channels.
  • Resolve customer issues quickly and aim for first-contact resolution.
  • Prioritize and manage tickets based on urgency and SLA requirements.
  • Escalate complex or negative cases to Tier 2, technical, or internal teams.
  • Document all customer interactions clearly and maintain organized ticket records.
  • Update internal knowledge bases, FAQs, response templates, and macros.
  • Capture customer feedback and identify recurring issues or trends.
  • Collaborate with product, engineering, and operations teams to improve customer experience and product quality.
  • Ensure compliance with GDPR and HIPAA requirements when applicable.
  • Maintain quality standards and confidentiality in all customer interactions.

Requirements

  • 1–2+ years of experience in customer service, call center, or support roles.
  • Experience using at least one support platform such as Zendesk, Freshdesk, or Salesforce Service Cloud.
  • Strong typing and multitasking ability.
  • Excellent written and verbal English communication skills.
  • Proficiency with Microsoft Office and Google Workspace.
  • Ability to manage multiple tickets and priorities simultaneously.
  • Comfort handling high ticket volumes and working under pressure.
  • Patient, empathetic, organized, and detail-oriented approach to customer support.
  • Multilingual support experience is preferred.
  • Experience in SaaS, e-commerce, healthcare, or finance is preferred.
  • Experience in KPI-driven environments is preferred.
  • Familiarity with chatbots or AI-powered support tools is preferred.

Benefits

  • Full-time remote position.
  • Work aligned to U.S. business hours with some flexibility for evenings and weekends based on client needs.
  • Interview process includes a practical task, giving candidates a chance to demonstrate real support skills.
  • Opportunity to work with modern support platforms and internal collaboration tools.

Interested in this position?

Apply directly on the company website

Apply Now

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