Remote Customer Service Representative
hace 24 días
Lubbock
Position Type: Full-Time, Remote Working Hours: U.S. Client Business Hours (flexibility for evenings/weekends based on shifts) We’re hiring a Customer Service Representative (CSR) to handle high-volume customer inquiries and deliver fast, high-quality support across channels. This role is focused on: • Resolving issues quickly, • Managing ticket queues efficiently, • Maintaining strong customer experience You’ll be the frontline voice of the company, ensuring every customer interaction is: • Clear, • Professional, • Resolved, • Handle 50–100 daily tickets via:, • Zendesk, • Freshdesk, • Salesforce Service Cloud, • Respond across:, • Phone, • Email, • Live chat, • Social channels, • Aim for first-contact resolution whenever possible, • Escalate complex issues to Tier 2/technical teams, • Prioritize tickets based on urgency and SLA requirements, • Maintain complete and accurate case notes, • Monitor open tickets to ensure timely resolution, • Keep backlog low and under control, • Communicate with empathy and professionalism, • Ensure customers feel:, • Heard, • Understood, • Supported, • Handle high-volume workloads without compromising quality, • Update internal knowledge base and FAQs, • Create and refine:, • Response templates, • Macros, • Improve resolution speed and consistency, • Capture customer sentiment (CSAT, NPS), • Identify recurring issues and trends, • Share insights with product/support teams, • Work closely with:, • Product, • Engineering, • Operations, • Ensure smooth resolution of complex cases, • Provide feedback to improve systems and workflows, • Follow privacy and compliance standards (GDPR, HIPAA if applicable), • Maintain confidentiality of sensitive customer data, • Ensure quality across all interactions, • You are patient, empathetic, and solution-oriented, • You communicate clearly under pressure, • You can handle high ticket volumes without losing quality, • You are organized and disciplined with follow-ups, • You adapt quickly across tools and workflows, • 1–2 years in:, • Customer support, • Call center, • Service roles, • Experience with ticketing tools like:, • Zendesk, • Freshdesk, • Salesforce Service Cloud, • Strong typing and multitasking ability, • Proficiency in:, • Google Workspace, • Microsoft Office, • Excellent written and verbal English communication, • Multilingual support capability, • Experience in:, • SaaS, • E-commerce, • Healthcare, • Finance, • Familiarity with KPI-driven environments, • Exposure to:, • Chatbots, • AI support tools, • Review and prioritize ticket queue, • Respond to customer inquiries across channels, • Resolve issues or escalate when needed, • Update knowledge base and documentation, • Capture feedback and identify trends, • Clear backlog and ensure SLA compliance In short: You ensure every customer issue is resolved quickly, clearly, and professionally. • First Contact Resolution (FCR), • Average Handle Time (AHT) within SLA, • CSAT / NPS scores (≥ 90% target), • Ticket backlog within SLA limits, • Quality and consistency of responses, • High-volume, structured support environment, • Clear KPIs and performance visibility, • Cross-functional exposure (product, ops, engineering), • Opportunity to grow into senior support or CX roles, • Remote flexibility with defined workflows, • Initial Phone Screen, • Video Interview with Pavago Recruiter, • Practical Task (simulate support tickets), • Client Interview, • Offer & Background Verification If you: • Enjoy helping customers, • Thrive in fast-paced support environments, • Can handle high volume with consistency This role is a strong fit.