Description
Customer Service Representative (CSR) – Remote | Zendesk, Freshdesk, Salesforce Support | U.S. HoursPosition Type: Full-Time, Remote Working Hours: U.S. Business Hours (flexibility for evenings/weekends based on client needs)About the RoleWe’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 quicklyDelivering a positive support experienceMaintaining strong communication under pressureIf you’re someone who is empathetic, organized, and thrives in fast-paced environments, this role is for you.What You’ll OwnCustomer Interaction & Issue ResolutionHandle 50–100 daily support tickets using platforms like:ZendeskFreshdeskSalesforce Service CloudRespond via:PhoneEmailLive chatSocial channelsAim for first-contact resolution (FCR)Escalate complex issues to Tier 2 or technical teamsTicket & SLA ManagementPrioritize tickets based on urgency and SLA requirementsTrack and manage open cases to ensure timely resolutionDocument all interactions clearly in the systemMaintain organized and complete ticket recordsKnowledge Base & EfficiencyUpdate internal knowledge bases and FAQsCreate and improve:Response templatesMacrosHelp reduce repetitive tickets through better documentationCustomer Experience & FeedbackCommunicate with empathy and professionalismCapture customer feedback (CSAT, NPS)Identify recurring issues and flag trendsEscalate negative experiences for quick resolutionCollaborationWork closely with:ProductEngineeringOperations teamsProvide insights to improve customer experience and product qualityCompliance & QualityEnsure compliance with:GDPRHIPAA (if applicable)Maintain confidentiality when handling customer dataFollow quality standards for all interactionsWhat Success Looks LikeHigh first-contact resolution ratesFast response and resolution within SLAStrong customer satisfaction (CSAT ≥ 90%)Clean, organized ticket managementPositive feedback from customers and leadershipWhat Makes You a Strong FitPatient, empathetic, and customer-focusedStrong communicator (written and verbal)Comfortable handling high ticket volumesOrganized and detail-orientedResilient under pressureAdaptable across different industries and customer typesRequirements (Must-Have)Experience1–2+ years in:Customer serviceCall centerSupport rolesExperience using at least one platform:ZendeskFreshdeskSalesforce Service CloudSkillsStrong typing and multitasking abilityExcellent written and verbal EnglishProficiency with:Microsoft OfficeGoogle WorkspaceAbility to manage multiple tickets and priorities simultaneouslyNice to HaveMultilingual support experienceIndustry exposure:SaaSE-commerceHealthcareFinanceExperience in KPI-driven environmentsFamiliarity with:ChatbotsAI-powered support toolsTools You’ll UseZendesk / Freshdesk / Salesforce Service CloudEmail & chat systemsKnowledge base toolsInternal collaboration platformsWhat a Typical Day Looks LikeReview and prioritize incoming ticketsRespond to customer inquiries across channelsResolve issues or escalate when neededUpdate knowledge base with new solutionsCollaborate with internal teams on complex casesTrack feedback and improve support qualityClear or update ticket queue before end of dayIn 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 adherenceTicket backlog managementInterview ProcessInitial Phone ScreenVideo Interview with Pavago RecruiterPractical Task (handle sample tickets)Client InterviewOffer & Background VerificationApply NowIf 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.