Customer Service Representative

Customer Service Representative (CSR) – RemoteCustomer Support | Zendesk | Email, Chat & Phone SupportPosition Type: Full-Time, RemoteWorking Hours: U.S. Client Business HoursAbout the RoleWe’re hiring for our client, a growing U.S.-based company, seeking a Customer Service Representative (CSR) to support customers across phone, email, chat, and ticketing platforms while delivering fast, professional, and empathetic service experiences.This is a customer-facing support role for someone who thrives in fast-paced environments, communicates clearly under pressure, and genuinely enjoys helping people solve problems.You’ll serve as the frontline voice of the company — handling inbound inquiries, resolving issues efficiently, documenting interactions accurately, and ensuring every customer feels heard and supported.The ideal candidate is organized, patient, solutions-oriented, and comfortable managing high ticket volumes while maintaining strong customer satisfaction scores and response times.What You’ll OwnCustomer Support & Issue ResolutionHandle inbound customer inquiries across phone, email, chat, and support ticketsResolve customer issues quickly while maintaining professionalism and empathyTroubleshoot common customer concerns and escalate complex cases when necessaryDeliver high-quality support experiences that build customer trust and satisfactionMaintain fast response times while balancing multiple conversations and prioritiesTicket & Case ManagementManage support tickets using platforms such as:ZendeskFreshdeskHelp ScoutSalesforce Service CloudPrioritize urgent issues based on SLAs and business impactDocument customer interactions clearly and accurately within the ticketing systemMonitor open tickets and ensure proper follow-up until resolutionCustomer Experience & CommunicationCommunicate clearly, professionally, and empathetically across all support channelsDe-escalate frustrated customer situations calmly and effectivelyCapture customer feedback and identify recurring issues or service gapsMaintain a customer-first mindset throughout every interactionKnowledge Base & Process SupportUpdate internal knowledge bases, FAQs, and support documentationCreate and improve response templates and support macrosIdentify recurring support trends and suggest process improvementsSupport internal teams by sharing customer insights and recurring issuesCollaboration & Operations SupportWork closely with operations, product, billing, or technical teams to resolve escalated issuesEnsure accurate handoffs for unresolved casesMaintain compliance with company policies, privacy standards, and documentation requirementsWhat Makes You a Great FitYou genuinely enjoy helping customers and solving problemsYou stay calm and professional under pressureYou communicate clearly and confidently across phone, email, and chatYou can manage high ticket volumes without sacrificing qualityYou are organized, detail-oriented, and reliable with follow-throughYou take ownership of customer issues until they are resolvedRequired Experience & Skills1–2 years of experience in customer service, support, call center, or client-facing rolesExperience using ticketing or customer support platforms such as Zendesk, Freshdesk, or Salesforce Service CloudStrong written and verbal English communication skillsStrong multitasking and organizational abilitiesComfortable handling high-volume support environmentsProficiency with Google Workspace or Microsoft Office toolsReliable internet connection and professional remote work setupPreferred ExperienceExperience supporting U.S.-based customersBackground in SaaS, e-commerce, healthcare, finance, or service-based industriesExperience working in KPI-driven support environmentsFamiliarity with live chat systems and support automation toolsMultilingual communication skills are a plusWhat a Typical Day Looks LikeA Customer Service Representative’s day revolves around resolving customer concerns quickly and professionally. You will:Review and prioritize inbound support tickets and customer inquiriesRespond to customers via phone, email, and chat throughout the dayTroubleshoot issues and coordinate with internal teams when escalation is neededDocument customer interactions and maintain accurate records in the support systemFollow up on unresolved cases to ensure completion and customer satisfactionIdentify recurring customer concerns and contribute ideas for service improvementIn short: you ensure customers receive fast, professional, and solutions-focused support that strengthens trust and satisfaction.Key Metrics for Success (KPIs)First Contact Resolution (FCR) rateCustomer Satisfaction (CSAT) and NPS scoresAverage Response Time and SLA complianceTicket resolution speed and queue managementAccuracy of documentation and ticket updatesPositive customer feedback and quality assurance scoresInterview ProcessInitial Phone ScreenVideo Interview with Pavago RecruiterPractical Task (Customer Support Scenarios or Simulated Tickets)Client Interview with Support LeadershipOffer & Background Verification#CustomerService #CustomerSupport #CSR #RemoteJobs #SupportRepresentative #Zendesk #CustomerExperience #RemoteWork #ClientSupportOriginally posted on Himalayas