Customer Service Representative

Customer Service Representative (CSR) – Remote | Inbound Support, Tickets, Chat & PhonePosition Type: Full-Time, RemoteWorking Hours: U.S. Client Business Hours (flexibility for evenings/weekends based on shifts)About the RoleWe’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 OwnCustomer 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 NowIf you:
Enjoy helping customers
Thrive in fast-paced support environments
Can handle high volume with consistency
This role is a strong fit.Originally posted on Himalayas