Customer Service Representative

Customer Service Representative (CSR) – Remote | Inbound Support, Tickets, Chat & Phone Position Type: Full-Time, Remote Working Hours: U.S. Client Business Hours (flexibility for evenings/weekends based on shifts) About the Role We’re hiring a Customer Service Representative (CSR) to handle high-volume customer inquiries and deliver fast, high-quality support across channels . This role is focused on: Resolving issues quickly Managing ticket queues efficiently Maintaining strong customer experience You’ll be the frontline voice of the company , ensuring every customer interaction is: Clear Professional Resolved What You’ll Own Customer Support & Issue Resolution Handle 50–100 daily tickets via: Zendesk Freshdesk Salesforce Service Cloud Respond across: Phone Email Live chat Social channels Aim for first-contact resolution whenever possible Escalate complex issues to Tier 2/technical teams Ticket Management & SLA Ownership Prioritize tickets based on urgency and SLA requirements Maintain complete and accurate case notes Monitor open tickets to ensure timely resolution Keep backlog low and under control Customer Communication Communicate with empathy and professionalism Ensure customers feel: Heard Understood Supported Handle high-volume workloads without compromising quality Knowledge Base & Efficiency Update internal knowledge base and FAQs Create and refine: Response templates Macros Improve resolution speed and consistency Customer Feedback & Insights Capture customer sentiment (CSAT, NPS) Identify recurring issues and trends Share insights with product/support teams Collaboration & Escalation Work closely with: Product Engineering Operations Ensure smooth resolution of complex cases Provide feedback to improve systems and workflows Compliance & Quality Follow privacy and compliance standards (GDPR, HIPAA if applicable) Maintain confidentiality of sensitive customer data Ensure quality across all interactions What Makes You a Strong Fit You are patient, empathetic, and solution-oriented You communicate clearly under pressure You can handle high ticket volumes without losing quality You are organized and disciplined with follow-ups You adapt quickly across tools and workflows Required Experience & Skills 1–2 years in: Customer support Call center Service roles Experience with ticketing tools like: Zendesk Freshdesk Salesforce Service Cloud Strong typing and multitasking ability Proficiency in: Google Workspace Microsoft Office Excellent written and verbal English communication Nice to Have Multilingual support capability Experience in: SaaS E-commerce Healthcare Finance Familiarity with KPI-driven environments Exposure to: Chatbots AI support tools What a Typical Day Looks Like Review and prioritize ticket queue Respond to customer inquiries across channels Resolve issues or escalate when needed Update knowledge base and documentation Capture feedback and identify trends Clear backlog and ensure SLA compliance In short: You ensure every customer issue is resolved quickly, clearly, and professionally. Key Metrics (KPIs) First Contact Resolution (FCR) Average Handle Time (AHT) within SLA CSAT / NPS scores (≥ 90% target) Ticket backlog within SLA limits Quality and consistency of responses Why This Role Stands Out High-volume, structured support environment Clear KPIs and performance visibility Cross-functional exposure (product, ops, engineering) Opportunity to grow into senior support or CX roles Remote flexibility with defined workflows Interview Process Initial Phone Screen Video Interview with Pavago Recruiter Practical Task (simulate support tickets) Client Interview Offer & Background Verification Apply Now If you: Enjoy helping customers Thrive in fast-paced support environments Can handle high volume with consistency This role is a strong fit.