Customer Service Representative – Remote Support Role

pavagoRemote — ArgentinaNew

Remote Full-time

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Experience Level

Experience

Qualifications

To excel in this role, you should possess:Proven experience in customer service or support rolesFamiliarity with customer support software (e.g., Zendesk, Freshdesk, Salesforce)Excellent verbal and written communication skillsStrong problem-solving abilitiesAbility to work independently and as part of a teamFlexibility to adapt to varying work hours

About the job

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 are seeking an enthusiastic and dedicated Customer Service Representative (CSR) to provide exceptional support across various communication channels, including phone, email, and chat. In this crucial role, you will be the first point of contact for our customers, responsible for:

Swiftly resolving customer inquiries
Creating a positive support experience
Maintaining effective communication during high-pressure situations

If you are empathetic, detail-oriented, and excel in fast-paced environments, we would love to hear from you!

Your Responsibilities

Customer Interaction & Issue Resolution

Manage 50–100 daily support requests through platforms like:

Zendesk
Freshdesk
Salesforce Service Cloud

Respond via:

Phone
Email
Live chat
Social media channels

Strive for first-contact resolution (FCR)
Escalate intricate issues to Tier 2 or technical support teams

Ticket & SLA Management

Prioritize support tickets based on urgency and SLA criteria
Monitor and manage open cases to ensure prompt resolution
Document all interactions thoroughly in the system
Ensure organized and comprehensive ticket records

Knowledge Base & Efficiency

Update internal knowledge bases and FAQs
Develop and enhance:

Response templates
Macros

Contribute to minimizing repetitive tickets through improved documentation

Customer Experience & Feedback

Engage with empathy and professionalism
Gather customer feedback (CSAT, NPS)
Identify recurring issues and highlight trends
Escalate negative experiences for swift resolution

Collaboration

Partner closely with:

Product teams
Engineering teams
Operations teams

Provide insights to enhance customer experience and product quality

Compliance & Quality

Adhere to compliance standards including:

GDPR
HIPAA (if applicable)

Maintain confidentiality when handling customer data
Follow quality standards for all interactions

Success Metrics

High first-contact resolution rates
Quick response and resolution within SLA
Strong customer satisfaction (CSAT ≥ 90%)
Efficient ticket management

About pavago

pavago is a dynamic and innovative company committed to providing top-notch customer experiences. We value our employees and strive to create a supportive work environment where everyone can thrive. Join us and be a part of our mission to deliver exceptional customer service.

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Full-time|Remote|Remote — Argentina

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