Customer Service Representative

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.