Customer Service Representative

Job Description

Job Title: Customer Service Representative (CSR)

Position Type: Full-Time, Remote

Working Hours: U.S. client business hours (with flexibility for evenings/weekends depending on client support needs.

About the Role:

Our client is seeking a Customer Service Representative (CSR) to manage inbound customer inquiries, resolve issues, and deliver a positive service experience across phone, email, and chat channels. This role requires empathy, professionalism, and the ability to handle high ticket volumes while maintaining service level agreements (SLAs). CSRs are the frontline voice of the company, ensuring every customer feels heard, supported, and satisfied.

Responsibilities:

Customer Interaction & Resolution:

• Handle 50–100 daily tickets via Zendesk, Freshdesk, Salesforce Service Cloud, or Help Scout.
• Respond to inquiries across channels (phone, email, live chat, social media).
• Resolve issues on the first touch whenever possible; escalate complex cases to Tier 2 or technical teams.

Knowledge Management:

• Update internal knowledge bases and FAQs with common solutions.
• Create and maintain response macros and templates to improve efficiency.

Ticket Management:

• Prioritize cases by urgency and SLA requirements.
• Document all interactions in the ticketing system with complete notes.
• Track and monitor open tickets to ensure closure within SLA.

Customer Satisfaction & Feedback:

• Maintain professional, empathetic communication in all interactions.
• Capture customer sentiment (CSAT, NPS surveys) and log feedback.
• Identify recurring issues and flag trends to product/support leadership.

Collaboration:

• Partner with product, operations, and engineering to resolve complex issues.
• Provide customer insights to inform product improvements.

Compliance & Quality:

• Ensure support interactions meet company standards for privacy (GDPR, HIPAA if relevant).
• Maintain confidentiality when handling sensitive data.

What Makes You a Perfect Fit:

• Patient, empathetic, and solutions-focused.
• Excellent written and verbal communication skills.
• Comfortable managing high-volume workloads while maintaining quality.
• Resilient under pressure and adaptable across industries.

Required Experience & Skills (Minimum):

• 1–2 years in customer service, call center, or support roles.
• Experience with at least one ticketing platform (Zendesk, Freshdesk, Salesforce Service Cloud).
• Strong typing and multitasking skills.
• Proficiency with Microsoft Office/Google Workspace.

Ideal Experience & Skills:

• Multilingual support capability.
• Industry experience in SaaS, e-commerce, healthcare, or finance.
• Familiarity with KPI-driven support environments.
• Exposure to support automation (chatbots, AI-driven help tools).

What Does a Typical Day Look Like?

A CSR’s day revolves around resolving customer issues quickly and professionally. You will:

• Start by reviewing overnight tickets, prioritizing urgent cases.
• Respond to customer inquiries across phone, email, and chat, aiming for first-touch resolution.
• Update knowledge bases as new recurring issues are identified.
• Collaborate with technical or Tier 2 teams to resolve escalated tickets.
• Capture customer sentiment and escalate negative experiences for follow-up.
• End the day by clearing your queue, ensuring tickets are resolved or handed off with complete documentation.

In essence: you ensure every customer interaction ends with clarity, professionalism, and resolution.

Key Metrics for Success (KPIs):

• First Contact Resolution (FCR) rate.
• Average Handle Time (AHT) within SLA targets.
• CSAT/NPS scores (target ≥ 90%+ satisfaction).
• Ticket backlog minimized and resolved within SLA.
• Positive feedback from supervisors and customers.

Interview Process:

1. Initial Phone Screen
2. Video Interview with Pavago Recruiter
3. Practical Task (e.g., handle 3 simulated tickets via email/chat)
4. Client Interview with Support/Operations Leadership
5. Offer & Background Verification