Customer Service Representative

7 hours, 42 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 customer inquiries through phone, email, chat, and support tickets.
  • Resolve issues efficiently, troubleshoot common concerns, and escalate complex cases when necessary.
  • Manage, prioritize, document, and follow up on support tickets according to urgency and SLAs.
  • De-escalate challenging situations and deliver clear, empathetic, customer-focused communication.
  • Capture customer feedback and identify recurring issues or process improvement opportunities.
  • Update knowledge base articles, FAQs, and response templates.
  • Collaborate with operations, product, billing, and technical teams on escalated issues and accurate handoffs.
  • Maintain compliance with company policies and support quality standards.

Requirements

  • 1–2 years of customer service, call center, or client support experience.
  • Experience with Zendesk, Freshdesk, Help Scout, Salesforce Service Cloud, or similar ticketing platforms.
  • Strong written and verbal English communication skills.
  • Excellent organizational, multitasking, and documentation abilities.
  • Comfort working in high-volume, KPI-driven support environments.
  • Proficiency with Google Workspace or Microsoft Office.
  • Reliable internet connection and a professional remote work setup.
  • Experience supporting U.S.-based customers preferred.
  • Industry experience in SaaS, e-commerce, healthcare, finance, or service-based businesses preferred.
  • Familiarity with live chat, support automation tools, or multilingual communication preferred.

Benefits

  • Full-time remote work arrangement.
  • U.S. business hours schedule.
  • Structured interview and onboarding process.
  • Spark Hire video introduction opportunity with multiple recording attempts.

Interested in this position?

Apply directly on the company website

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