Customer Service Representative

7 hours, 33 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, track, and manage open tickets according to urgency and SLA requirements.
  • Document all customer interactions clearly and maintain organized ticket records.
  • Escalate complex issues to Tier 2 or technical teams when needed.
  • 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, where applicable, and maintain customer confidentiality.
  • Track performance metrics such as FCR, AHT, CSAT/NPS, SLA adherence, and ticket backlog.

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 written and verbal English communication skills.
  • Strong typing and multitasking ability.
  • Ability to manage multiple tickets and priorities simultaneously.
  • Proficiency with Microsoft Office and Google Workspace.
  • Patient, empathetic, organized, detail-oriented, and resilient under pressure.
  • Multilingual support experience is a plus.
  • Experience in SaaS, e-commerce, healthcare, or finance is preferred.
  • Familiarity with chatbots and AI-powered support tools is a plus.

Interested in this position?

Apply directly on the company website

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