Customer Service Representative

Overview

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.**

• 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

Apply Now