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