Remote Customer Service Representative

<p>Customer Service Representative (CSR) – Remote | Inbound Support, Tickets, Chat &amp; Phone Position Type: Full-Time, Remote<br />Working Hours: U.S. Client Business Hours (flexibility for evenings/weekends based on shifts)<br /><br />About the Role We’re hiring a Customer Service Representative (CSR) to handle high-volume customer inquiries and deliver fast, high-quality support across channels .<br />This role is focused on:<br />Resolving issues quickly<br />Managing ticket queues efficiently<br />Maintaining strong customer experience<br />You’ll be the frontline voice of the company , ensuring every customer interaction is:<br />Clear<br />Professional<br />Resolved<br /><br />What You’ll Own Customer Support &amp; Issue Resolution Handle 50–100 daily tickets via:<br />Zendesk<br />Freshdesk<br />Salesforce Service Cloud<br />Respond across:<br />Phone<br />Email<br />Live chat<br />Social channels<br />Aim for first-contact resolution whenever possible<br />Escalate complex issues to Tier 2/technical teams<br /><br />Ticket Management &amp; SLA Ownership Prioritize tickets based on urgency and SLA requirements<br />Maintain complete and accurate case notes<br />Monitor open tickets to ensure timely resolution<br />Keep backlog low and under control<br /><br />Customer Communication Communicate with empathy and professionalism<br />Ensure customers feel:<br />Heard<br />Understood<br />Supported<br />Handle high-volume workloads without compromising quality<br /><br />Knowledge Base &amp; Efficiency Update internal knowledge base and FAQs<br />Create and refine:<br />Response templates<br />Macros<br />Improve resolution speed and consistency<br /><br />Customer Feedback &amp; Insights Capture customer sentiment (CSAT, NPS)<br />Identify recurring issues and trends<br />Share insights with product/support teams<br /><br />Collaboration &amp; Escalation Work closely with:<br />Product<br />Engineering<br />Operations<br />Ensure smooth resolution of complex cases<br />Provide feedback to improve systems and workflows<br /><br />Compliance &amp; Quality Follow privacy and compliance standards (GDPR, HIPAA if applicable)<br />Maintain confidentiality of sensitive customer data<br />Ensure quality across all interactions<br /><br />What Makes You a Strong Fit You are patient, empathetic, and solution-oriented<br />You communicate clearly under pressure<br />You can handle high ticket volumes without losing quality<br />You are organized and disciplined with follow-ups<br />You adapt quickly across tools and workflows<br /><br />Required Experience &amp; Skills 1–2 years in:<br />Customer support<br />Call center<br />Service roles<br />Experience with ticketing tools like:<br />Zendesk<br />Freshdesk<br />Salesforce Service Cloud<br />Strong typing and multitasking ability<br />Proficiency in:<br />Google Workspace<br />Microsoft Office<br />Excellent written and verbal English communication<br /><br />Nice to Have Multilingual support capability<br />Experience in:<br />SaaS<br />E-commerce<br />Healthcare<br />Finance<br />Familiarity with KPI-driven environments<br />Exposure to:<br />Chatbots<br />AI support tools<br /><br />What a Typical Day Looks Like Review and prioritize ticket queue<br />Respond to customer inquiries across channels<br />Resolve issues or escalate when needed<br />Update knowledge base and documentation<br />Capture feedback and identify trends<br />Clear backlog and ensure SLA compliance<br />In short:<br />You ensure every customer issue is resolved quickly, clearly, and professionally.<br /><br />Key Metrics (KPIs) First Contact Resolution (FCR)<br />Average Handle Time (AHT) within SLA<br />CSAT / NPS scores (≥ 90% target)<br />Ticket backlog within SLA limits<br />Quality and consistency of responses<br /><br />Why This Role Stands Out High-volume, structured support environment<br />Clear KPIs and performance visibility<br />Cross-functional exposure (product, ops, engineering)<br />Opportunity to grow into senior support or CX roles<br />Remote flexibility with defined workflows<br /><br />Interview Process Initial Phone Screen<br />Video Interview with Pavago Recruiter<br />Practical Task (simulate support tickets)<br />Client Interview<br />Offer &amp; Background Verification<br /><br />Apply Now If you:<br />Enjoy helping customers<br />Thrive in fast-paced support environments<br />Can handle high volume with consistency<br />This role is a strong fit.</p>