Customer Service Representative

17 hours 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 high-volume customer inquiries by phone, email, live chat, and support tickets.
  • Troubleshoot issues, resolve requests on first contact when possible, and escalate complex cases.
  • Create, prioritize, update, and document tickets while tracking SLA requirements and follow-ups.
  • Communicate solutions clearly, manage expectations, and de-escalate frustrated customers.
  • Coordinate escalations and handoffs with Operations, Billing, Product, Technical Support, and Customer Success teams.
  • Update FAQs, response templates, macros, and support documentation.
  • Identify recurring issues and share customer feedback and process improvement recommendations.
  • Monitor support metrics including FCR, CSAT, response time, resolution time, SLA compliance, and documentation accuracy.

Requirements

  • 1–2+ years of experience in customer service, customer support, call center operations, or another client-facing role.
  • Strong written and spoken English communication skills.
  • Experience with ticketing platforms such as Zendesk, Freshdesk, Salesforce Service Cloud, or Help Scout.
  • Experience handling high-volume customer inquiries and multiple conversations simultaneously.
  • Strong problem-solving, troubleshooting, multitasking, and organizational skills.
  • Proficiency with Google Workspace and/or Microsoft Office.
  • Strong attention to detail and accurate documentation habits.
  • Ability to work independently in a remote environment during U.S. client business hours.
  • Reliable high-speed internet and a professional remote work setup.
  • Preferred: experience with U.S.-based customers, KPI/SLA-driven support, live chat automation, billing inquiries, or SaaS, e-commerce, healthcare, finance, or professional services; multilingual skills are a plus.

Benefits

  • Full-time, fully remote work environment.
  • Clear growth opportunities into senior customer service, team leadership, customer success, client experience, or operations support roles.
  • Exposure to modern customer support and ticketing platforms.
  • Opportunity to develop communication, problem-solving, and customer experience skills.

Interested in this position?

Apply directly on the company website

Apply Now

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