Customer Service Representative

Pavago; Philippines; Remote; PHP 773,000 - 1,289,000; Full time

Job summary

Pavago is hiring a Customer Service Representative (CSR) for a remote, inbound support role. You will handle high-volume inquiries across phone, email, chat, and social channels, aiming for first-contact resolution and timely ticket management.

This role focuses on delivering empathetic, professional support, updating knowledge bases, and collaborating with product/engineering teams to improve support workflows. Remote work with US client hours.

Qualifications

• 1–2 years in customer support, call center, or service roles.
• Experience with ticketing tools: Zendesk, Freshdesk, Salesforce Service Cloud.
• Strong typing and multitasking abilities.
• Proficiency in Google Workspace and Microsoft Office.
• Excellent written and verbal English communication.

Responsibilities

• Handle 50–100 daily tickets via Zendesk, Freshdesk, and Salesforce Service Cloud.
• Respond across phone, email, live chat, and social channels.
• Aim for first-contact resolution; escalate complex issues.
• Prioritize tickets by urgency and SLA requirements.
• Update knowledge base and create templates/macros.
• Capture CSAT/NPS and share insights with teams.
• Collaborate with Product, Engineering, Operations.

Skills

Customer support

Call center

Zendesk

Freshdesk

Salesforce Service Cloud

Typing speed

Multitasking

Google Workspace

Microsoft Office

English communication

Job description

Customer Service Representative (CSR) - Remote | Inbound Support, Tickets, Chat & Phone

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

About the Role

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

What You’ll Own

Customer Support & Issue Resolution

• 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

Ticket Management & SLA Ownership

• 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

Customer Communication

• Communicate with empathy and professionalism
• Ensure customers feel:
  • Heard
  • Understood
  • Supported
• Handle high-volume workloads without compromising quality

Knowledge Base & Efficiency

• Update internal knowledge base and FAQs
• Create and refine:
  • Response templates
  • Macros
• Improve resolution speed and consistency

Customer Feedback & Insights

• Capture customer sentiment (CSAT, NPS)
• Identify recurring issues and trends
• Share insights with product/support teams

Collaboration & Escalation

• Work closely with:
  • Product
  • Engineering
  • Operations
• Ensure smooth resolution of complex cases
• Provide feedback to improve systems and workflows

Compliance & Quality

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

What Makes You a Strong Fit

• 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

Required Experience & Skills

• 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

Nice to Have

• Multilingual support capability
• Experience in:
  • SaaS
  • E-commerce
  • Healthcare
  • Finance
• Familiarity with KPI-driven environments
• Exposure to:
  • Chatbots
  • AI support tools

What a Typical Day Looks Like

• Review and prioritize ticket queue
• Respond to customer inquiries across channels
• Resolve issues or elevate 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.

Key Metrics (KPIs)

• 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

Why This Role Stands Out

• 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

Interview Process

• Initial Phone Screen
• Video Interview with Pavago Recruiter
• Practical Task (simulate support tickets)
• Client Interview
• Offer & Background Verification