Customer Service Representative

Pavago Customer Service Representative Job

Pavago is Hiring a Customer Service Representative: Work Remotely from South Africa, Kenya, Egypt or Ghana

Pavago is recruiting Customer Service Representatives for a full-time remote position supporting US clients. Candidates in South Africa, Kenya, Egypt and Ghana with 1–2 years of customer service experience are encouraged to apply.

Pavago Customer Service Representative Remote Job 2026

Pavago is inviting applications from qualified and experienced individuals for a full-time remote Customer Service Representative position. The opportunity is open to candidates based in South Africa, Kenya, Egypt and Ghana who have experience in customer service, call centre operations or related support roles.

The successful candidate will be responsible for managing high-volume customer enquiries, resolving complaints and delivering professional support across multiple communication channels. The position is designed for individuals who can work efficiently in a fast-paced environment while maintaining high standards of customer satisfaction.

Unlike low-volume customer support positions, this role requires the successful candidate to handle approximately 50 to 100 or more customer support tickets per day. Applicants should therefore be comfortable managing multiple enquiries, prioritising urgent cases and resolving customer issues within established service-level agreements.

The position is fully remote, although employees will be required to work according to United States client business hours. Flexibility to work evenings and weekends may also be necessary.

About the Customer Service Representative Position

The Customer Service Representative will serve as a frontline contact between customers and the organisation, ensuring that enquiries and complaints are handled professionally and efficiently.

The role involves responding to customers through telephone calls, emails, live chat and social media platforms. The successful candidate will also use customer support systems such as Zendesk, Freshdesk, Salesforce Service Cloud and Help Scout to manage enquiries and monitor outstanding tickets.

A key responsibility will be resolving customer issues during the first interaction whenever possible. More complex enquiries will need to be escalated to Tier 2 support teams or relevant technical departments.

The position requires excellent communication, problem-solving and time-management skills, particularly when handling large volumes of customer requests.

Key Responsibilities

• 1. Customer Support and Issue Resolution

• The successful candidate will manage between 50 and 100 or more customer support tickets daily across different communication channels.

Responsibilities will include:

• Responding to customer enquiries through phone, email, live chat and social media.

• Using customer support platforms to manage incoming requests.

• Resolving customer complaints and technical or service-related issues.

• Providing accurate information and appropriate solutions.

• Escalating complex cases to specialised support teams.

• Maintaining professional and empathetic communication.

• 2. Ticket Management and Service-Level Agreements

• The Customer Service Representative will be expected to manage support tickets efficiently and ensure that customer requests are addressed within established deadlines.

• This will involve prioritising enquiries according to urgency, tracking unresolved cases, maintaining accurate records and controlling outstanding ticket backlogs.

• The successful candidate must understand the importance of meeting service-level agreement (SLA) targets while maintaining response quality.

• 3. Knowledge Base and Process Improvement

• The role also involves contributing to the improvement of customer support processes.

• Employees may be required to update frequently asked questions, maintain internal knowledge bases and develop response templates or automated macros.

• These activities will help improve response consistency, reduce repetitive work and support efficient customer service delivery.

• 4. Customer Experience and Feedback

• The successful candidate will play an important role in maintaining customer satisfaction.

• Responsibilities include monitoring customer feedback, capturing customer satisfaction (CSAT) and Net Promoter Score (NPS) information, identifying recurring complaints and reporting trends that may require attention.

• 5. Cross-Team Collaboration

• The Customer Service Representative will work closely with departments such as Product, Operations and Engineering to resolve complex customer issues.

• The role also requires sharing customer feedback and identifying recurring problems that could help improve products, services and internal workflows.

• 6. Compliance and Quality Assurance

• Employees must follow applicable privacy and data protection requirements when handling customer information.

• The role requires maintaining confidentiality and adhering to relevant compliance standards, including GDPR and HIPAA where applicable.

• Minimum Requirements and Qualifications

• Pavago is looking for candidates who have the experience and personal qualities required to perform effectively in a high-volume customer support environment.

Applicants should have:

• At least 1–2 years of experience in customer service, call centre operations or customer support.

• Experience using at least one customer support platform, such as Zendesk, Freshdesk or Salesforce Service Cloud.

• Strong typing and multitasking abilities.

• Good written and verbal communication skills.

• Proficiency in Microsoft Office.

• Proficiency in Google Workspace.

• Excellent problem-solving and organisational skills.

• Candidates should also demonstrate patience, empathy, adaptability and the ability to remain calm when dealing with difficult customers.

• Additional Advantages

The following skills and experience will be considered beneficial:

• Multilingual communication abilities.

• Experience in SaaS, e-commerce, healthcare or finance.

• Previous exposure to KPI-driven working environments.

• Familiarity with chatbots and AI-powered customer support tools.

• Candidates who have worked in structured customer service environments with measurable performance targets may find their experience particularly relevant.

• Key Performance Indicators (KPIs)

• Performance in this position will be measured against several customer service indicators.

These include:

• First Contact Resolution (FCR): Resolving customer issues during the initial interaction.

• Average Handle Time (AHT): Managing customer enquiries efficiently within established service targets.

• Customer Satisfaction (CSAT): Maintaining high levels of customer satisfaction.

• Net Promoter Score (NPS): Achieving the stated customer feedback target of 90% or higher.

• Ticket Backlog: Ensuring outstanding customer requests remain within SLA targets.

• Quality Assurance: Maintaining accuracy, professionalism and consistency across customer interactions.

• Interview and Selection Process

• Pavago has outlined a multi-stage recruitment process for candidates interested in the position.

The selection process includes:

• Initial Phone Screening: An initial assessment of the applicant’s experience and suitability.

• Video Interview: An interview with a Pavago recruiter.

• Practical Assessment: Candidates will complete a practical task involving sample customer support tickets.

• Client Interview: Shortlisted candidates will participate in an interview with the client.

• Offer and Background Verification: Successful candidates will proceed to the offer and background verification stage.

• Applicants should be prepared to demonstrate their communication skills, problem-solving abilities and experience handling customer enquiries.

• Pavago Customer Service Representative Job 2026: Important Details

• CategoryDetails

• CompanyPavago

• PositionCustomer Service Representative

• Job TypeFull-Time

• Work ArrangementRemote

• Eligible LocationsSouth Africa, Kenya, Egypt and Ghana

• Working HoursUS Client Business Hours

• Experience1–2 Years

• Support Volume50–100+ Tickets Daily

• PlatformsZendesk, Freshdesk, Salesforce, Help Scout

• SalaryNot Specified

• Closing DateNot Specified