Customer Service Representative at Pavago

, , Belize -

Full Time

Start Date

Immediate

Expiry Date

07 Sep, 26

Salary

0.0

Posted On

09 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Issue Resolution, Zendesk, Freshdesk, Salesforce Service Cloud, Help Scout, English Communication, Multitasking, Google Workspace, Microsoft Office, Ticket Management, De-escalation, Knowledge Base Management, SLA Compliance, Troubleshooting, Customer Experience

Industry

Staffing and Recruiting

Description

📞 Customer Service Representative (CSR) – Remote | U.S. Business Hours Position Type: Full-Time, Remote Working Hours: U.S. Client Business Hours 🚀 About the Role We’re hiring a customer-focused and solutions-driven Customer Service Representative (CSR) to support customers across: phone email live chat ticketing platforms This is not a passive support role. You will: resolve customer issues quickly and professionally manage high-volume support requests maintain strong customer satisfaction document interactions accurately ensure customers feel heard, supported, and valued You’ll serve as the frontline voice of the company — balancing speed, empathy, communication, and problem-solving across every interaction. If you thrive in fast-paced customer environments and genuinely enjoy helping people, this role is a strong fit. 🔥 What You’ll OwnCustomer Support & Issue Resolution Handle inbound customer inquiries across: phone email chat support tickets Resolve customer concerns efficiently while maintaining professionalism and empathy Troubleshoot common issues and escalate complex cases when necessary Deliver fast, high-quality support experiences Maintain strong response times while managing multiple conversations simultaneously Ticket & Case Management Manage support tickets using platforms such as: Zendesk Freshdesk Help Scout Salesforce Service Cloud Prioritize issues based on: urgency SLAs business impact Maintain accurate documentation of: customer conversations troubleshooting steps resolutions Monitor open cases and follow up until full resolution Customer Experience & Communication Communicate clearly and professionally across all channels De-escalate frustrated customer situations calmly and effectively Maintain a customer-first mindset in every interaction Capture customer feedback and identify recurring support issues Build trust through proactive communication and follow-through Knowledge Base & Process Support Update and maintain: FAQs support documentation internal knowledge bases Create and improve: response templates support macros workflow documentation Identify recurring issues and suggest service improvements Share customer insights with internal teams Collaboration & Operational Support Work closely with: operations billing technical support product teams Ensure smooth escalations and internal handoffs Maintain compliance with: company policies documentation standards privacy requirements 💻 Must-Have RequirementsExperience 1–2+ years of experience in: customer service customer support call center support client-facing roles Core Skills Experience using customer support platforms such as: Zendesk Freshdesk Salesforce Service Cloud Help Scout Strong written and verbal English communication skills Strong multitasking and organizational abilities Ability to manage high ticket volumes while maintaining quality Proficiency with: Google Workspace Microsoft Office Reliable internet connection and professional remote setup ⭐ Nice to Have Experience supporting U.S.-based customers Background in: SaaS e-commerce healthcare finance service-based businesses Familiarity with: live chat systems support automation tools KPI-driven support environments Multilingual communication skills 🧠 What Makes You a Strong Fit You genuinely enjoy helping customers and solving problems You remain calm and professional under pressure You communicate clearly and confidently You can manage multiple conversations and priorities simultaneously You are organized, detail-oriented, and reliable You take ownership of customer issues until they are fully resolved 📅 What a Typical Day Looks Like Review and prioritize inbound support tickets and inquiries Respond to customers via: phone email live chat Troubleshoot issues and coordinate escalations when needed Document interactions and maintain accurate support records Follow up on unresolved cases Identify recurring customer concerns and improvement opportunities In short: You ensure customers receive fast, professional, and solutions-focused support that improves trust, satisfaction, and retention. 📊 Key Metrics for Success (KPIs) First Contact Resolution (FCR) rate Customer Satisfaction (CSAT) and NPS scores Average response and resolution times SLA compliance Ticket quality and documentation accuracy Positive customer feedback and QA performance 🌟 Why This Role Stands Out High-impact customer-facing role Opportunity to strengthen customer experience operations Exposure to modern support systems and workflows Clear growth opportunities into: Senior Customer Support Customer Success Team Lead Operations Support Fully remote role with structured support systems Fast-paced environment with measurable impact 🧪 Interview Process Initial Phone Screen Video Interview with Pavago Recruiter Practical Task (customer support scenarios or simulated tickets) Client Interview with Support Leadership Offer & Background Verification 👉 Apply Now If you: enjoy helping customers thrive in fast-paced support environments communicate clearly and professionally take ownership of problem-solving and customer satisfaction this role is a strong fit for you.

Responsibilities

Handle inbound customer inquiries across phone, email, and chat while managing support tickets and maintaining high satisfaction levels. Update internal knowledge bases and collaborate with internal teams to improve service workflows and resolve complex cases.