Customer Service Representative

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Pavago

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Description

• 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 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!

Requirements

• 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. • 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.