Customer Service Representative

Responsibilities

• Handle 50–100 daily support tickets via phone, email, live chat, and social channels
• Resolve customer issues quickly aiming for first-contact resolution (FCR)
• Prioritize tickets based on urgency and SLA requirements
• Document all interactions clearly in Zendesk, Freshdesk, or Salesforce
• Update internal knowledge bases, FAQs, and response templates
• Capture customer feedback such as CSAT and NPS
• Collaborate with Product, Engineering, and Operations teams to improve product quality
• Ensure compliance with GDPR and HIPAA standards

Requirements

• 1–2+ years of experience in customer service, call center, or support roles
• Proficiency with at least one platform: Zendesk, Freshdesk, or Salesforce Service Cloud
• Excellent written and verbal English communication skills
• Proficiency with Microsoft Office and Google Workspace
• Ability to manage high ticket volumes and multitask effectively

Preferred Qualifications

• Multilingual support experience
• Industry exposure in SaaS, E-commerce, Healthcare, or Finance
• Experience in KPI-driven environments
• Familiarity with chatbots and AI-powered support tools

About the Company

Pavago provides remote staffing solutions, connecting high-quality talent with businesses worldwide.