Customer Service Representative
Job Summary
Global talent recruitment firm Pavago is seeking a remote Customer Service Representative (CSR) based in Dubai to manage high-volume omnichannel customer support during U.S. business hours. In this role, you will act as the frontline brand representative, resolving 50 to 100 daily support tickets across phone, email, live chat, and social platforms utilizing enterprise CRM software such as Zendesk, Freshdesk, or Salesforce Service Cloud.
Key Responsibilities
Omnichannel Ticket & Support Management
- Manage and resolve 50–100 support tickets daily across phone, live chat, email, and social support channels.
- Utilize ticketing environments (Zendesk, Freshdesk, Salesforce Service Cloud) to track, prioritize, and log open cases.
- Strive for high First Contact Resolution (FCR) while escalating complex technical issues to Tier 2 support teams.
- Adhere strictly to Service Level Agreements (SLAs), GDPR regulations, and data privacy compliance standards.
Knowledge Base & Process Optimization
- Draft, maintain, and update internal knowledge base documentations, FAQs, response macros, and email templates.
- Identify ticket volume trends and customer pain points to help internal engineering and product teams improve workflows.
- Collect and track customer sentiment metrics, including Customer Satisfaction (CSAT) and Net Promoter Scores (NPS).
Qualifications & Requirements
- 1 to 2+ years of hands-on experience in customer service, call center operations, or tech support roles.
- Demonstrated proficiency with at least one major ticketing platform: Zendesk, Freshdesk, or Salesforce Service Cloud.
- Native-level or exceptional written and spoken English communication skills.
- Willingness to work remotely aligned with U.S. Business Hours (with flexibility for evening or weekend coverage).
- Strong typing speed, multitasking ability, and mastery of Microsoft Office and Google Workspace tools.
Job Overview
| Employer | Pavago |
|---|---|
| Role Title | Customer Service Representative (Remote / U.S. Hours) |
| Job Location | Dubai, UAE (Work from Home / Remote) |
| Work Schedule | Full-time (U.S. Business Hours Alignment) |
| Employment Type | Full-time Permanent Remote Contract |
| Experience Required | 1–2+ years in call center / customer support |
| Core Competencies | Zendesk, Freshdesk, Salesforce, SLA Management, CSAT Optimization, Omnichannel Support |
| Salary & Benefits | Not Stated |
| Where to Apply | Official Pavago Recruitment & Verified Indeed Channels |
Career Preparation Guide & Candidate Advice
Who this role suits
This remote position is ideal for experienced customer service professionals living in Dubai who prefer working from home while managing U.S. client hours. It requires strong self-discipline, resilience under high ticket volumes, and speed in navigating modern SaaS ticketing tools.
What to highlight on your CV
- Ticketing Tool Mastery: Explicitly mention your hands-on experience with Zendesk, Freshdesk, or Salesforce in your resume summary.
- Volume & Performance Metrics: Quantify your achievements (e.g., "Handled 80+ daily tickets while maintaining a 94% CSAT score").
- Time Zone Flexibility: Clearly note your availability to work U.S. business hours from the UAE.
Interview Process Overview
- Stage 1: Initial Phone Screening with Recruiter.
- Stage 2: Video Interview detailing past ticket management experience.
- Stage 3: Practical Assessment (mock customer scenario handling and ticket drafting).
- Stage 4: Final Client Interview followed by background verification.
Mini Glossary
- FCR: First Contact Resolution, resolving the user query during the first interaction without follow-up tickets.
- SLA: Service Level Agreement, mandated target timeframes for acknowledging and solving tickets.
- CSAT / NPS: Customer Satisfaction / Net Promoter Score, metrics used to measure overall customer happiness.
- Macros: Pre-written response templates used by agents to handle common inquiries quickly.
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