Customer Service Representative

2 hours, 28 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 customer tickets per day using Zendesk, Freshdesk, or Salesforce Service Cloud.
  • Respond to customer inquiries across phone, email, live chat, and social channels.
  • Resolve issues quickly and aim for first-contact resolution whenever possible.
  • Prioritize and manage ticket queues based on urgency and SLA requirements.
  • Maintain accurate case notes and monitor open tickets through to resolution.
  • Escalate complex cases to Tier 2, technical, product, engineering, or operations teams as needed.
  • Communicate with customers clearly, professionally, and empathetically to ensure they feel heard and supported.
  • Update internal knowledge base articles, FAQs, response templates, and macros to improve efficiency.
  • Capture customer sentiment and feedback, identify recurring issues and trends, and share insights with internal teams.
  • Follow privacy, compliance, and confidentiality standards while maintaining interaction quality.

Requirements

  • 1–2 years of experience in customer support, call center, or other service roles.
  • Experience with ticketing tools such as Zendesk, Freshdesk, or Salesforce Service Cloud.
  • Strong typing and multitasking ability.
  • Proficiency with Google Workspace and Microsoft Office.
  • Excellent written and verbal English communication skills.
  • Ability to work full-time remote during U.S. client business hours, with some evening/weekend flexibility based on shifts.
  • Patient, empathetic, solution-oriented, organized, and disciplined with follow-ups.
  • Ability to adapt quickly across tools and workflows.
  • Multilingual support capability is preferred.
  • Experience in SaaS, e-commerce, healthcare, or finance is preferred.
  • Familiarity with KPI-driven environments is preferred.
  • Exposure to chatbots or AI support tools is preferred.

Benefits

  • Full-time remote work.
  • Flexible evening/weekend scheduling based on shifts.
  • Opportunity to work in a high-volume, structured support environment with clear KPIs.
  • Cross-functional exposure to product, operations, and engineering teams.
  • Opportunity to grow into senior support or customer experience roles.
  • Defined workflows and performance visibility.

Interested in this position?

Apply directly on the company website

Apply Now

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