Customer Service Representative
New
P
PavagoCustomer Support
United States, U.S. Client Business Hours (flexibility for evenings/weekends based on shifts)Full-TimeEntry
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 1–2 years
- Required Skills
- Microsoft OfficeGoogle WorkspaceZendeskCustomer support
Requirements
- 1–2 years of experience in customer support, call center, or service roles.
- Experience with ticketing tools such as Zendesk, Freshdesk, or Salesforce Service Cloud.
- Proficiency in Google Workspace and Microsoft Office.
- Strong written and verbal English communication skills.
- Ability to handle high ticket volumes without compromising quality.
- Strong typing and multitasking ability.
- Organizational skills for managing follow-ups and backlog.
- Adaptability to fast-paced tools and workflows.
Responsibilities
- Handle 50–100 daily tickets across phone, email, live chat, and social channels.
- Prioritize and resolve tickets to achieve first-contact resolution.
- Maintain accurate case notes and monitor open tickets for SLA compliance.
- Update internal knowledge base, response templates, and macros to improve efficiency.
- Capture customer sentiment (CSAT, NPS) and identify recurring issues for product and operations teams.
- Escalate complex issues to Tier 2 or technical teams.
- Follow privacy and compliance standards (GDPR, HIPAA) while protecting sensitive customer data.
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