Customer Service Representative

Description

Summary: Seeking an empathetic, organized Customer Service Representative to be the frontline voice, handling high-volume customer support across various channels and ensuring positive support experiences. Highlights: 1. Frontline voice of the company, delivering positive support experiences 2. Thrive in a fast-paced environment, resolving customer issues quickly 3. Collaborate with product, engineering, and operations teams **Customer Service Representative (CSR) – Remote \| Zendesk, Freshdesk, Salesforce Support \| U.S. Hours****Position Type:** Full\-Time, Remote **Working Hours:** U.S. Business Hours (flexibility for evenings/weekends based on client needs) **About the Role** We’re hiring a **Customer Service Representative (CSR)** to handle **high\-volume customer support across phone, email, and chat**. You’ll be the **frontline voice of the company**, responsible for: * Resolving customer issues quickly * Delivering a positive support experience * Maintaining strong communication under pressure If you’re someone who is **empathetic, organized, and thrives in fast\-paced environments**, this role is for you. **What You’ll Own****Customer Interaction \& Issue Resolution*** Handle **50–100 daily support tickets** using platforms like: * + Zendesk + Freshdesk + Salesforce Service Cloud * Respond via: * + Phone + Email + Live chat + Social channels * Aim for **first\-contact resolution (FCR)** * Escalate complex issues to Tier 2 or technical teams **Ticket \& SLA Management*** Prioritize tickets based on urgency and SLA requirements * Track and manage open cases to ensure timely resolution * Document all interactions clearly in the system * Maintain organized and complete ticket records **Knowledge Base \& Efficiency*** Update internal knowledge bases and FAQs * Create and improve: * + Response templates + Macros * Help reduce repetitive tickets through better documentation **Customer Experience \& Feedback*** Communicate with empathy and professionalism * Capture customer feedback (CSAT, NPS) * Identify recurring issues and flag trends * Escalate negative experiences for quick resolution **Collaboration*** Work closely with: * + Product + Engineering + Operations teams * Provide insights to improve customer experience and product quality **Compliance \& Quality*** Ensure compliance with: * + GDPR + HIPAA (if applicable) * Maintain confidentiality when handling customer data * Follow quality standards for all interactions **What Success Looks Like*** High **first\-contact resolution rates** * Fast response and resolution within SLA * Strong customer satisfaction (CSAT 90%) * Clean, organized ticket management * Positive feedback from customers and leadership **What Makes You a Strong Fit*** Patient, empathetic, and customer\-focused * Strong communicator (written and verbal) * Comfortable handling **high ticket volumes** * Organized and detail\-oriented * Resilient under pressure * Adaptable across different industries and customer types **Requirements (Must\-Have)****Experience*** 1–2\+ years in: * + Customer service + Call center + Support roles * Experience using at least one platform: * + Zendesk + Freshdesk + Salesforce Service Cloud **Skills*** Strong typing and multitasking ability * Excellent written and verbal English * Proficiency with: * + Microsoft Office + Google Workspace * Ability to manage multiple tickets and priorities simultaneously **Nice to Have*** Multilingual support experience * Industry exposure: * + SaaS + E\-commerce + Healthcare + Finance * Experience in KPI\-driven environments * Familiarity with: * + Chatbots + AI\-powered support tools **Tools You’ll Use*** Zendesk / Freshdesk / Salesforce Service Cloud * Email \& chat systems * Knowledge base tools * Internal collaboration platforms **What a Typical Day Looks Like*** Review and prioritize incoming tickets * Respond to customer inquiries across channels * Resolve issues or escalate when needed * Update knowledge base with new solutions * Collaborate with internal teams on complex cases * Track feedback and improve support quality * Clear or update ticket queue before end of day **In short:** You ensure every customer interaction ends with **clarity, professionalism, and resolution.** **Key Metrics (KPIs)*** First Contact Resolution (FCR) * Average Handle Time (AHT) * CSAT / NPS scores (target 90%) * SLA adherence * Ticket backlog management **Interview Process*** Initial Phone Screen * Video Interview with Pavago Recruiter * Practical Task (handle sample tickets) * Client Interview * Offer \& Background Verification **Apply Now** If you’re a **customer\-first professional who can handle volume without compromising quality**, we’d love to hear from you. Apply now and become the voice that delivers **exceptional customer experiences every day.**