Customer Service Representative (CSR)

Position Type: Full-Time | Remote
Working Hours: GMT

About Pavago:

Pavago is looking for a dedicated Customer Service Representative to join our client’s remote team and serve as a key point of contact for their clients and users. In this role, you will provide outstanding support, assist with inquiries, and ensure customer satisfaction while representing AI-driven services with professionalism and clarity.

Responsibilities:

• Client Support: Respond promptly to customer inquiries through various channels (email, chat, and voice), delivering knowledgeable, friendly, and solution-oriented assistance.
• Issue Resolution: Diagnose problems, answer questions about AI products and services, and escalate technical issues to the appropriate teams while ensuring timely follow-up.
• Customer Education: Guide users on how to use our AI tools and platforms effectively, providing tips and documentation where needed.
• Feedback Collection: Record and report customer feedback to help drive product improvements and enhance overall customer experience.
• CRM Management: Maintain accurate records of customer interactions, issues, and resolutions using our CRM system, ensuring data consistency and clarity for cross-team collaboration.

Required Skills and Experience:

• Experience: Minimum of 2 years in customer service or client support, preferably within a tech, SaaS, or AI-focused environment.
• Communication: Excellent written and verbal communication skills in English. Able to explain complex topics in a clear, concise manner.
• Customer Focus: Demonstrated ability to resolve issues professionally and empathetically.
• Tech-Savvy: Comfortable navigating CRM systems or platforms like Trello.
• Proactive: Capable of working independently, taking initiative, and managing multiple tasks in a fast-paced, remote work setting.

What Makes You a Perfect Fit:

• You enjoy helping people and solving problems.
• You can break down technical language into simple terms.
• You're highly organized and thrive in remote environments.
• You’re curious about AI and motivated to grow within a future-focused company.

What Does a Typical Day Look Like?

Start your day by reviewing any overnight support requests or follow-ups. You’ll respond to new customer inquiries, troubleshoot issues, and offer practical solutions. Throughout the day, you’ll stay in close contact with your team via Slack or Zoom, helping refine internal processes or share insights from client feedback. You’ll update records in the CRM, flag any recurring issues, and wrap up by summarizing the day’s activity and preparing for the next.

Interview Process:

• Initial Phone Call: Engage in a brief conversation to understand your experience and suitability for the role.
• Video Interview: Delve deeper into your professional background and assess your skills in a 30-minute call.
• Final Interview: Have a comprehensive discussion with the team to ensure mutual alignment.
• Background Checks: Conduct swift verification of your references and past employment details.

Ready to Apply?
If you’re a proactive communicator who’s passionate about delivering exceptional customer service and eager to be part of a company at the forefront of AI innovation, we want to hear from you.