Customer Service Representative

Customer Service Representative (CSR) – Remote | Zendesk, Freshdesk, Salesforce Support | U.S. Hours

Position Type: Full-Time, Remote
Working Hours: U.S. Business Hours (flexibility for evenings/weekends based on client needs)

About the Role

We’re hiring a Customer Service Representative (CSR) to handle high-volume customer support across phone, email, and chat.

You’ll be the frontline voice of the company, responsible for:

• Resolving customer issues quickly

• Delivering a positive support experience

• Maintaining strong communication under pressure

If you’re someone who is empathetic, organized, and thrives in fast-paced environments, this role is for you.

What You’ll Own

Customer Interaction & Issue Resolution

• Handle 50–100 daily support tickets using platforms like:

• Zendesk

• Freshdesk

• Salesforce Service Cloud

• Respond via:

• Phone

• Email

• Live chat

• Social channels

• Aim for first-contact resolution (FCR)

• Escalate complex issues to Tier 2 or technical teams

Ticket & SLA Management

• Prioritize tickets based on urgency and SLA requirements

• Track and manage open cases to ensure timely resolution

• Document all interactions clearly in the system

• Maintain organized and complete ticket records

Knowledge Base & Efficiency

• Update internal knowledge bases and FAQs

• Create and improve:

• Response templates

• Macros

• Help reduce repetitive tickets through better documentation

Customer Experience & Feedback

• Communicate with empathy and professionalism

• Capture customer feedback (CSAT, NPS)

• Identify recurring issues and flag trends

• Escalate negative experiences for quick resolution

Collaboration

• Work closely with:

• Product

• Engineering

• Operations teams

• Provide insights to improve customer experience and product quality

Compliance & Quality

• Ensure compliance with:

• GDPR

• HIPAA (if applicable)

• Maintain confidentiality when handling customer data

• Follow quality standards for all interactions

What Success Looks Like

• High first-contact resolution rates

• Fast response and resolution within SLA

• Strong customer satisfaction (CSAT ≥ 90%)

• Clean, organized ticket management

• Positive feedback from customers and leadership

What Makes You a Strong Fit

• Patient, empathetic, and customer-focused

• Strong communicator (written and verbal)

• Comfortable handling high ticket volumes

• Organized and detail-oriented

• Resilient under pressure

• Adaptable across different industries and customer types

Requirements (Must-Have)

Experience

• 1–2+ years in:

• Customer service

• Call center

• Support roles

• Experience using at least one platform:

• Zendesk

• Freshdesk

• Salesforce Service Cloud

Skills

• Strong typing and multitasking ability

• Excellent written and verbal English

• Proficiency with:

• Microsoft Office

• Google Workspace

• Ability to manage multiple tickets and priorities simultaneously

Nice to Have

• Multilingual support experience

• Industry exposure:

• SaaS

• E-commerce

• Healthcare

• Finance

• Experience in KPI-driven environments

• Familiarity with:

• Chatbots

• AI-powered support tools

Tools You’ll Use

• Zendesk / Freshdesk / Salesforce Service Cloud

• Email & chat systems

• Knowledge base tools

• Internal collaboration platforms

What a Typical Day Looks Like

• Review and prioritize incoming tickets

• Respond to customer inquiries across channels

• Resolve issues or escalate when needed

• Update knowledge base with new solutions

• Collaborate with internal teams on complex cases

• Track feedback and improve support quality

• Clear or update ticket queue before end of day

In short:
You ensure every customer interaction ends with clarity, professionalism, and resolution.

Key Metrics (KPIs)

• First Contact Resolution (FCR)

• Average Handle Time (AHT)

• CSAT / NPS scores (target ≥ 90%)

• SLA adherence

• Ticket backlog management

Interview Process

• Initial Phone Screen

• Video Interview with Pavago Recruiter

• Practical Task (handle sample tickets)

• Client Interview

• Offer & Background Verification

Apply Now

If you’re a customer-first professional who can handle volume without compromising quality, we’d love to hear from you.

Apply now and become the voice that delivers exceptional customer experiences every day.

Originally posted on Himalayas