客户服务代表
Customer Service Representative
客户服务代表（CSR）
职位类型：全职，远程办公
工作时间：美国工作时间
职位简介
在Pavago，我们的一个客户正在招聘一名客户服务代表（CSR），以通过电话、电子邮件、聊天和工单平台提供卓越的支持。
这是一个面向客户的职位，适合喜欢帮助他人、解决问题，并在快节奏环境中提供专业、富有同理心服务的人。你将成为客户的首要联系人，高效解决各类问题，准确记录文档，并确保每次互动都留下积极印象。
职责
客户支持与问题解决
- 通过电话、电子邮件、聊天和客服工单响应客户咨询。
- 专业高效地解决客户问题。
- 处理常见问题，并在需要时将复杂案例升级处理。
- 在满足响应时间要求的同时提供卓越的客户体验。
工单与案件管理
- 使用Zendesk、Freshdesk、Help Scout或Salesforce Service Cloud等平台管理支持请求。
- 根据紧急程度和SLA优先处理工单。
- 准确记录客户互动信息。
- 跟进未解决的案件直至问题解决。
客户体验
- 在所有支持渠道中清晰且富有同理心地沟通。
- 专业地缓解困难的客户情况。
- 收集客户反馈并识别常见问题。
- 在每次互动中保持以客户为中心的态度。
知识库与团队协作
- 更新知识库文章、常见问题解答和回复模板。
- 识别改进支持流程的机会。
- 与运营、产品、计费和技术团队协作以解决升级的问题。
- 确保准确交接并遵守公司政策。
所需经验与技能
- 1–2年客户服务、呼叫中心或客户支持经验。
- 使用过Zendesk、Freshdesk、Help Scout或Salesforce Service Cloud等工单平台的经验。
- 强大的英文书面和口语沟通能力。
- 优秀的组织能力和多任务处理能力。
- 适应高负荷支持环境。
- 熟练使用Google Workspace或Microsoft Office。
- 稳定的网络连接和专业的远程办公设备。
加分项
- 有支持美国客户的经验。
- 具有SaaS、电商、医疗、金融等行业背景。
查看英文原文
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
- 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.
Originally posted on Himalayas