Customer Service Representative at Pavago

About the Role

• We’re hiring a Customer Service Representative (CSR) to handle high-volume inbound support and deliver a fast, professional, and customer-first experience.
• This is not a low-volume support role — you will manage 50–100+ tickets per day across multiple channels while maintaining quality and speed.
• If you’re someone who can stay calm under pressure, communicate clearly, and resolve issues efficiently — this role is built for you.

What You’ll Own
Customer Support & Issue Resolution (Primary Focus)

• Handle 50–100+ daily tickets via:
• Zendesk
• Freshdesk
• Salesforce Service Cloud
• Help Scout
• Support customers via:
• Phone
• Email
• Live chat
• Social media
• Resolve issues on first contact whenever possible
• Escalate complex cases to Tier 2 or technical teams

Ticket Management & SLA Execution

• Prioritize tickets based on urgency and SLA
• Maintain complete and accurate documentation for every interaction
• Track open tickets and ensure timely resolution
• Keep backlog under control and within SLA targets

Knowledge Base & Efficiency

• Update FAQs and internal knowledge base
• Create and refine response templates/macros
• Improve efficiency and consistency across responses

Customer Experience & Feedback

• Maintain empathetic, professional communication
• Capture:
• CSAT
• NPS
• Customer sentiment
• Identify recurring issues and report trends
• Cross-Team Collaboration
• Work with:
• Product
• Operations
• Engineering
• Help resolve complex issues and improve workflows
• Share customer insights to improve product/service

Compliance & Quality

• Follow privacy and compliance standards:
• GDPR
• HIPAA (if applicable)
• Maintain confidentiality of customer data
• Ensure consistent quality across all interactions

What Makes You a Strong Fit

• You are patient, empathetic, and solution-focused
• You communicate clearly and professionally
• You can handle high volume without sacrificing quality
• You stay calm under pressure
• You are adaptable and quick to learn

Required Experience & Skills

• 1–2 years experience in:
• Customer service
• Call center
• Support roles
• Experience with at least one platform:
• Zendesk / Freshdesk / Salesforce Service Cloud
• Strong typing and multitasking ability

Proficiency with:

• Microsoft Office
• Google Workspace
• Nice to Have
• Multilingual capabilities

Experience in:

• SaaS
• E-commerce
• Healthcare
• Finance
• Familiarity with KPI-driven environments

Exposure to:

• Chatbots
• AI-driven support tools

What a Typical Day Looks Like

• Review and prioritize incoming tickets
• Respond across phone, chat, and email
• Resolve issues quickly and accurately
• Update knowledge base when needed
• Collaborate with internal teams for escalations
• Track customer sentiment and feedback
• Close tickets or hand off with proper documentation

In short:
You ensure every customer interaction is fast, clear, and resolved.

Key Metrics (KPIs)

• First Contact Resolution (FCR)
• Average Handle Time (AHT) within SLA
• CSAT / NPS ≥ 90%
• Ticket backlog managed within SLA
• Quality and consistency of responses