Customer Service Representative

Job Description

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.