Customer Service Representative

1 hour, 36 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 inbound customer inquiries across phone, email, chat, and ticketing systems.
  • Resolve customer issues quickly with professionalism and empathy, escalating complex cases when needed.
  • Troubleshoot common customer concerns and follow issues through to resolution.
  • Manage and prioritize support tickets based on SLAs, urgency, and business impact.
  • Document customer interactions accurately and maintain clean records in the ticketing system.
  • Communicate clearly and calmly with customers, including de-escalating frustrated situations.
  • Update knowledge base articles, FAQs, response templates, and support macros.
  • Identify recurring support trends, capture customer feedback, and suggest process improvements.
  • Collaborate with operations, product, billing, and technical teams on escalated issues and handoffs.
  • Maintain compliance with company policies, privacy standards, and documentation requirements.

Requirements

  • 1–2 years of experience in customer service, support, call center, or other client-facing roles.
  • Experience using ticketing or customer support platforms such as Zendesk, Freshdesk, Help Scout, or Salesforce Service Cloud.
  • Strong written and verbal English communication skills.
  • Strong multitasking, organizational, and follow-through abilities.
  • Comfortable working in high-volume support environments.
  • Proficiency with Google Workspace or Microsoft Office tools.
  • Reliable internet connection and a professional remote work setup.
  • Experience supporting U.S.-based customers is preferred.
  • Background in SaaS, e-commerce, healthcare, finance, or service-based industries is preferred.
  • Experience working in KPI-driven support environments is preferred.
  • Familiarity with live chat systems and support automation tools is preferred.
  • Multilingual communication skills are a plus.

Interested in this position?

Apply directly on the company website

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