Customer Service Representative

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 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.
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

Apply Now
If you:

Enjoy helping customers

Thrive in fast-paced support environments

Can handle high volume with consistency

This role is a strong fit.
Originally posted on Himalayas