Customer Service Representative

1 hour, 29 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 promptly and aim for first-contact resolution.
  • Prioritize and manage tickets based on urgency and SLA requirements.
  • Track open cases and ensure timely resolution and accurate ticket records.
  • Document all customer interactions clearly in the system.
  • Update internal knowledge bases, FAQs, response templates, and macros.
  • Capture customer feedback and flag recurring issues or negative experiences.
  • Collaborate with Product, Engineering, and Operations teams on complex cases and customer experience improvements.
  • Ensure compliance with GDPR, HIPAA where applicable, and confidentiality standards.
  • Maintain queue health by clearing or updating tickets before the end of the day.

Requirements

  • 1–2+ years of experience in customer service, call center, or support roles.
  • Experience using at least one support platform: 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.
  • Patient, empathetic, organized, and detail-oriented with the ability to stay resilient under pressure.
  • Flexible availability for U.S. business hours, with possible evenings or weekends based on client needs.
  • Multilingual support experience is preferred.
  • Experience in SaaS, e-commerce, healthcare, or finance environments is preferred.
  • Experience in KPI-driven environments is preferred.
  • Familiarity with chatbots and AI-powered support tools is preferred.

Benefits

  • Remote, full-time position.
  • U.S. business hours with some flexibility for evenings/weekends based on client needs.
  • Opportunity to work with widely used customer support platforms and tools.
  • Exposure to cross-functional collaboration with Product, Engineering, and Operations teams.

Interested in this position?

Apply directly on the company website

Apply Now

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