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Open nowPosted 153 days ago

Customer Service Representative

Workable (global search)108,016 open roles

Where
Egypt
Work mode
Remote
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Your applicationOpen nowCustomer Service RepresentativeWorkable (global search) · Egypt

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  4. CV RocketApplied on Workable (global search)'s own form.

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The clock on this job

Early applications get read.

7.9% of postings close within 7 days. Measured by our own scanner across the market. Workable (global search) postings stay open a median of 7 days.

Share of postings closed within
  1. 1.6%1 day
  2. 3.6%3 days
  3. 7.9%7 days
  4. 14.9%14 days
  5. 34.0%30 days
This job: posted 153 days ago

Workable (global search) median: 7 days open

The posting

Customer Service Representative (High-Volume Support, Zendesk & Live Chat) – Remote | U.S. Hours

Position Type: Full-Time, Remote Working Hours: U.S. Client Business Hours (flexibility for evenings/weekends)

About the Role

We’re hiring a Customer Service Representative (CSR) to handle high-volume inbound support and deliver a fast, professional, and customer-first experience.

This is not a low-volume support role — you will manage 50–100+ tickets per day across multiple channels while maintaining quality and speed.

If you’re someone who can stay calm under pressure, communicate clearly, and resolve issues efficiently — this role is built for you.

What You’ll Own

Customer Support & Issue Resolution (Primary Focus)

  • Handle 50–100+ daily tickets via:
  • Zendesk
  • Freshdesk
  • Salesforce Service Cloud
  • Help Scout
  • Support customers via:
  • Phone
  • Email
  • Live chat
  • Social media
  • Resolve issues on first contact whenever possible
  • Escalate complex cases to Tier 2 or technical teams

Ticket Management & SLA Execution

  • Prioritize tickets based on urgency and SLA
  • Maintain complete and accurate documentation for every interaction
  • Track open tickets and ensure timely resolution
  • Keep backlog under control and within SLA targets

Knowledge Base & Efficiency

  • Update FAQs and internal knowledge base
  • Create and refine response templates/macros
  • Improve efficiency and consistency across responses

Customer Experience & Feedback

  • Maintain empathetic, professional communication
  • Capture:
  • CSAT
  • NPS
  • Customer sentiment
  • Identify recurring issues and report trends

Cross-Team Collaboration

  • Work with:
  • Product
  • Operations
  • Engineering
  • Help resolve complex issues and improve workflows
  • Share customer insights to improve product/service

Compliance & Quality

  • Follow privacy and compliance standards:
  • GDPR
  • HIPAA (if applicable)
  • Maintain confidentiality of customer data
  • Ensure consistent quality across all interactions

What Makes You a Strong Fit

  • You are patient, empathetic, and solution-focused
  • You communicate clearly and professionally
  • You can handle high volume without sacrificing quality
  • You stay calm under pressure
  • You are adaptable and quick to learn

Required Experience & Skills

  • 1–2 years experience in:
  • Customer service
  • Call center
  • Support roles
  • Experience with at least one platform:
  • Zendesk / Freshdesk / Salesforce Service Cloud
  • Strong typing and multitasking ability
  • Proficiency with:
  • Microsoft Office
  • Google Workspace

Nice to Have

  • Multilingual capabilities
  • Experience in:
  • SaaS
  • E-commerce
  • Healthcare
  • Finance
  • Familiarity with KPI-driven environments
  • Exposure to:
  • Chatbots
  • AI-driven support tools

What a Typical Day Looks Like

  • Review and prioritize incoming tickets
  • Respond across phone, chat, and email
  • Resolve issues quickly and accurately
  • Update knowledge base when needed
  • Collaborate with internal teams for escalations
  • Track customer sentiment and feedback
  • Close tickets or hand off with proper documentation

In short: You ensure every customer interaction is fast, clear, and resolved.

Key Metrics (KPIs)

  • First Contact Resolution (FCR)
  • Average Handle Time (AHT) within SLA
  • CSAT / NPS ≥ 90%
  • Ticket backlog managed within SLA
  • Quality and consistency of responses

Why This Role Stands Out

  • High-impact frontline role
  • Clear performance metrics and expectations
  • Exposure to multiple industries and tools
  • Opportunity to grow into QA, team lead, or operations roles
  • Fast-paced, structured environment

Interview Process

  • Initial Phone Screen
  • Video Interview with Pavago Recruiter
  • Practical Task (handling sample tickets)
  • Client Interview
  • Offer & Background Verification

Apply Now

If you:

  • Can handle high-volume support environments
  • Communicate clearly and professionally
  • Take pride in resolving customer issues

This role is a strong fit.

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