Customer Service Representative.
Source: Himalayas
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This is a remote, full-time Customer Service Representative role at Pavago, responsible for managing customer inquiries across multiple channels and resolving issues. The position requires handling a high volume of daily tickets, maintaining professional communication, and contributing customer insights for product improvements.
Job Description
Customer Service Representative role responsible for managing inbound customer inquiries, resolving issues, and delivering a positive service experience across phone, email, and chat channels.RequirementsHandle 50–100 daily tickets via Zendesk, Freshdesk, Salesforce Service Cloud, or Help Scout.Respond to inquiries across channels (phone, email, live chat, social media).Prioritize cases by urgency and SLA requirements.Document all interactions in the ticketing system with complete notes.Track and monitor open tickets to ensure closure within SLA.Maintain professional, empathetic communication in all interactions.Capture customer sentiment (CSAT, NPS surveys) and log feedback.Identify recurring issues and flag trends to product/support leadership.Partner with product, operations, and engineering to resolve complex issues.Provide customer insights to inform product improvements.Ensure support interactions meet company standards for privacy (GDPR, HIPAA if relevant).Maintain confidentiality when handling sensitive data.BenefitsGenerous Paid Time Off401k MatchingHealth InsuranceDental InsuranceVision InsuranceLife InsuranceFlexible Work ArrangementsOriginally posted on Himalayas
Full Description
Customer Service Representative role responsible for managing inbound customer inquiries, resolving issues, and delivering a positive service experience across phone, email, and chat channels.RequirementsHandle 50–100 daily tickets via Zendesk, Freshdesk, Salesforce Service Cloud, or Help Scout.Respond to inquiries across channels (phone, email, live chat, social media).Prioritize cases by urgency and SLA requirements.Document all interactions in the ticketing system with complete notes.Track and monitor open tickets to ensure closure within SLA.Maintain professional, empathetic communication in all interactions.Capture customer sentiment (CSAT, NPS surveys) and log feedback.Identify recurring issues and flag trends to product/support leadership.Partner with product, operations, and engineering to resolve complex issues.Provide customer insights to inform product improvements.Ensure support interactions meet company standards for privacy (GDPR, HIPAA if relevant).Maintain confidentiality when handling sensitive data.BenefitsGenerous Paid Time Off401k MatchingHealth InsuranceDental InsuranceVision InsuranceLife InsuranceFlexible Work ArrangementsOriginally posted on Himalayas