# Customer Service Representative

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

**Workplace:** remote

## Description

### **Customer Service Representative (High-Volume Support, Zendesk & Live Chat) – Remote | U.S. Hours**

**Position Type:** Full-Time, Remote  
**Working Hours:** U.S. Client Business Hours (flexibility for evenings/weekends)

### **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

### **Why This Role Stands Out**

-   High-impact frontline role
-   Clear performance metrics and expectations
-   Exposure to multiple industries and tools
-   Opportunity to grow into QA, team lead, or operations roles
-   Fast-paced, structured environment

### **Interview Process**

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

### **Apply Now**

If you:

-   Can handle high-volume support environments
-   Communicate clearly and professionally
-   Take pride in resolving customer issues

This role is a strong fit.

## Apply

[Apply at Pavago](https://apply.workable.com/pavago/j/DFF3D0B99E/apply)

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