Description
Customer Service Representative (CSR) – Remote | U.S. Business Hours
Position Type: Full-Time, Remote
Working Hours: U.S. Client Business Hours
About the Role
At Pavago, one of our clients is hiring a Customer Service Representative (CSR) to provide fast, professional, and empathetic customer support across phone, email, live chat, and support ticket platforms.
You’ll serve as the frontline voice of the business, helping customers resolve issues, answering questions, documenting interactions, and ensuring every customer receives a positive and professional experience.
This is a high-volume, customer-facing role where communication, responsiveness, problem-solving, and follow-through are essential.
If you enjoy helping people, communicate confidently, and stay calm and organized in fast-paced environments, this role is a strong fit.
What You’ll Own
Customer Support & Issue Resolution
Handle inbound customer inquiries across:
- Phone
- Email
- Live chat
- Support tickets
You’ll:
- Respond quickly and professionally to customer questions
- Understand customer concerns and identify the appropriate solution
- Troubleshoot common issues
- Resolve requests whenever possible on the first interaction
- Escalate complex cases to the appropriate team
- Follow unresolved issues through completion
- Maintain a professional and empathetic customer experience
Ticket & Case Management
Manage customer requests using support platforms such as:
- Zendesk
- Freshdesk
- Help Scout
- Salesforce Service Cloud
You’ll:
- Create and update support tickets
- Prioritize cases based on urgency and SLA requirements
- Maintain accurate case notes and documentation
- Track outstanding issues and next steps
- Follow up consistently until cases are resolved
- Keep support queues organized and up to date
Customer Communication & De-Escalation
Provide clear, professional communication throughout the customer journey.
You’ll:
- Explain solutions in simple, easy-to-understand language
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📌 Customer Service Representative (Perú)
🏢 Pavago
📍 Perú