# Customer Service Representative

> Pavago · Colombia (Remote) · — · Posted 2026-05-04

**Workplace:** remote

## Description

### **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’re hiring a **Customer Service Representative (CSR)** to handle **high-volume customer support across phone, email, and chat**.

You’ll be the **frontline voice of the company**, responsible for:

-   Resolving customer issues quickly
-   Delivering a positive support experience
-   Maintaining strong communication under pressure

If you’re someone who is **empathetic, organized, and thrives in fast-paced environments**, this role is for you.

### **What You’ll Own**

### **Customer Interaction & Issue Resolution**

-   Handle **50–100 daily support tickets** using platforms like:

-   Zendesk
-   Freshdesk
-   Salesforce Service Cloud

-   Respond via:

-   Phone
-   Email
-   Live chat
-   Social channels

-   Aim for **first-contact resolution (FCR)**
-   Escalate complex issues to Tier 2 or technical teams

### **Ticket & SLA Management**

-   Prioritize tickets based on urgency and SLA requirements
-   Track and manage open cases to ensure timely resolution
-   Document all interactions clearly in the system
-   Maintain organized and complete ticket records

### **Knowledge Base & Efficiency**

-   Update internal knowledge bases and FAQs
-   Create and improve:

-   Response templates
-   Macros

-   Help reduce repetitive tickets through better documentation

### **Customer Experience & Feedback**

-   Communicate with empathy and professionalism
-   Capture customer feedback (CSAT, NPS)
-   Identify recurring issues and flag trends
-   Escalate negative experiences for quick resolution

### **Collaboration**

-   Work closely with:

-   Product
-   Engineering
-   Operations teams

-   Provide insights to improve customer experience and product quality

### **Compliance & Quality**

-   Ensure compliance with:

-   GDPR
-   HIPAA (if applicable)

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

### **What Success Looks Like**

-   High **first-contact resolution rates**
-   Fast response and resolution within SLA
-   Strong customer satisfaction (CSAT ≥ 90%)
-   Clean, organized ticket management
-   Positive feedback from customers and leadership

### **What Makes You a Strong Fit**

-   Patient, empathetic, and customer-focused
-   Strong communicator (written and verbal)
-   Comfortable handling **high ticket volumes**
-   Organized and detail-oriented
-   Resilient under pressure
-   Adaptable across different industries and customer types

### **Requirements (Must-Have)**

### **Experience**

-   1–2+ years in:

-   Customer service
-   Call center
-   Support roles

-   Experience using at least one platform:

-   Zendesk
-   Freshdesk
-   Salesforce Service Cloud

### **Skills**

-   Strong typing and multitasking ability
-   Excellent written and verbal English
-   Proficiency with:

-   Microsoft Office
-   Google Workspace

-   Ability to manage multiple tickets and priorities simultaneously

### **Nice to Have**

-   Multilingual support experience
-   Industry exposure:

-   SaaS
-   E-commerce
-   Healthcare
-   Finance

-   Experience in KPI-driven environments
-   Familiarity with:

-   Chatbots
-   AI-powered support tools

### **Tools You’ll Use**

-   Zendesk / Freshdesk / Salesforce Service Cloud
-   Email & chat systems
-   Knowledge base tools
-   Internal collaboration platforms

### **What a Typical Day Looks Like**

-   Review and prioritize incoming tickets
-   Respond to customer inquiries across channels
-   Resolve issues or escalate when needed
-   Update knowledge base with new solutions
-   Collaborate with internal teams on complex cases
-   Track feedback and improve support quality
-   Clear or update ticket queue before end of day

**In short:**  
You ensure every customer interaction ends with **clarity, professionalism, and resolution.**

### **Key Metrics (KPIs)**

-   First Contact Resolution (FCR)
-   Average Handle Time (AHT)
-   CSAT / NPS scores (target ≥ 90%)
-   SLA adherence
-   Ticket backlog management

### **Interview Process**

-   Initial Phone Screen
-   Video Interview with Pavago Recruiter
-   Practical Task (handle sample tickets)
-   Client Interview
-   Offer & Background Verification

### **Apply Now**

If you’re a **customer-first professional who can handle volume without compromising quality**, we’d love to hear from you.

Apply now and become the voice that delivers **exceptional customer experiences every day.**

## Apply

[Apply at Pavago](https://apply.workable.com/pavago/j/92AF158356/apply)

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