Customer Service Representative

Position Title: Customer Support Representative
Employment Type: Full-Time
Working Hours: EST Time Zone 

About Pavago 

Pavago is seeking a passionate and dedicated Customer Support Representative to join our client’s team. In this role, you’ll be at the forefront of creating a positive customer experience by addressing incoming inquiries, resolving issues, and ensuring customer satisfaction with our products or services. Your communication skills and attention to detail will be key in representing our brand and ensuring that customers have an excellent experience.

Key Responsibilities:

• Respond to inbound inquiries: Handle incoming customer calls, emails, and chats regarding product information, service issues, or account inquiries.
• Deliver top-tier service: Listen actively, assess customer needs, and provide prompt, clear, and thorough solutions to their questions or concerns.
• Troubleshoot issues: Guide customers through troubleshooting steps for technical issues or problems they encounter with products or services.
• Document interactions: Accurately log all customer interactions in the CRM system, ensuring that issues and resolutions are clearly recorded for future reference.
• Provide product knowledge: Educate customers on the features and benefits of our products/services and assist with setup, usage, and optimization.
• Escalate issues when necessary: Collaborate with specialized teams (technical support, billing, or escalations) when more in-depth troubleshooting is needed.
• Follow up: Ensure timely follow-ups with customers to confirm that their issues have been resolved or to offer further assistance.
• Stay informed: Keep up-to-date with product updates, company policies, and industry trends to better assist customers.
• Contribute to continuous improvement: Share insights and feedback from customers to improve processes, products, and the overall customer experience.

What makes you a perfect fit: 

• Customer service experience: At least 1-2 years of experience in a customer service or call center role is preferred, but not mandatory.
• Excellent communication skills: Strong verbal and written communication skills, with the ability to handle a variety of customer inquiries in a clear, friendly, and professional manner.
• Tech-savvy: Comfortable with using various software tools such as CRM systems, email, live chat platforms, and familiarity with troubleshooting basic technical issues.
• Problem-solving mindset: Ability to quickly understand problems and offer creative, effective solutions.
• Multitasking ability: Proven ability to manage multiple inquiries or tasks at once while maintaining attention to detail and quality service.
• Empathy and patience: The ability to stay calm, patient, and understanding, especially when dealing with difficult or frustrated customers.

Required Skills & Tools

• Technical Proficieny: Knowledge of tools like Zendesk, Freshdesk, Salesforce, or similar platforms is a plus.
• Familiarity with technical troubleshooting: A background in helping customers resolve basic technical issues is highly advantageous.

What Does a Typical Day Look Like?
A typical day as a Customer Support Representative involves responding to customer inquiries via phone, email, or chat, troubleshooting issues, and providing solutions in a timely and professional manner. You'll balance managing multiple inquiries, following up on unresolved cases, and documenting all interactions in the CRM system. Throughout the day, you'll collaborate with other teams to resolve more complex issues, stay updated on product changes, and participate in team meetings. The focus is on delivering excellent customer service while continuously improving your skills and ensuring customer satisfaction

Ready to Apply?

If you’re excited about delivering top-tier customer service and believe you’re a great fit for the Customer Support Representative role, we’d love to hear from you!