Customer Service Representative

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. Originally posted on Himalayas Customer-Service, Technical-Support-Specialist, Help-Desk-Agent, Call-Center-Representative, Customer-Support, Customer-Service-Representative-(CSR), Customer-Service-Associate, Sales-And-Customer-Service-Representative, Customer-Support-Agent