# Customer Service Representative

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

**Workplace:** remote

## 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 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.

## Apply

[Apply at Pavago](https://apply.workable.com/pavago/j/CDAC57990C/apply)

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