Customer Service Representative

22 hours, 43 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 through Zendesk, Freshdesk, or Salesforce Service Cloud.
  • Respond to customer inquiries across phone, email, live chat, and social channels.
  • Resolve issues at first contact whenever possible and escalate complex cases to Tier 2 or technical teams.
  • Prioritize tickets based on urgency and SLA requirements and keep the backlog under control.
  • Maintain complete, accurate case notes and ensure timely follow-up on open tickets.
  • Communicate with empathy and professionalism so customers feel heard, understood, and supported.
  • Update the internal knowledge base, FAQs, response templates, and macros to improve efficiency and consistency.
  • Capture customer feedback and support metrics such as CSAT and NPS, and share recurring issues with product, support, and operations teams.
  • Collaborate with product, engineering, and operations teams to resolve complex cases and improve workflows.
  • Follow privacy, compliance, and confidentiality standards when handling sensitive customer data.

Requirements

  • 1–2 years of experience in customer support, call center, or service roles.
  • Experience using ticketing tools such as Zendesk, Freshdesk, or Salesforce Service Cloud.
  • Strong written and verbal English communication skills.
  • Strong typing and multitasking ability.
  • Proficiency with Google Workspace and Microsoft Office.
  • Ability to work full-time remote during U.S. client business hours, with flexibility for evenings and weekends based on shifts.
  • Patient, empathetic, and solution-oriented approach to customer service.
  • Ability to handle high ticket volumes while maintaining quality.
  • Organized and disciplined with follow-ups and backlog management.
  • Nice to have: multilingual support capability, experience in SaaS, e-commerce, healthcare, or finance, familiarity with KPI-driven environments, and exposure to chatbots or AI support tools.

Benefits

  • Full-time remote position.
  • Flexible scheduling for evenings and weekends based on shifts.
  • Opportunity to work in a structured, high-volume support environment with clear KPIs.
  • Cross-functional exposure to product, operations, and engineering teams.
  • Opportunity to grow into senior support or customer experience roles.
  • Practical hiring process that includes a support-ticket simulation task.

Interested in this position?

Apply directly on the company website

Apply Now

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