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Open nowPosted 96 days ago

Customer Service Representative

Workable (global search)108,016 open roles

Where
Abu Dhabi, United Arab Emirates
Work mode
Remote
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Your applicationOpen nowCustomer Service RepresentativeWorkable (global search) · Abu Dhabi, United Arab Emirates

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  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

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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 96 days ago

Workable (global search) median: 7 days open

The posting

Customer Service Representative (CSR) – Remote | Zendesk, Freshdesk, Salesforce Support | U.S. Hours

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

About the Role

We’re hiring a Customer Service Representative (CSR) to handle high-volume customer support across phone, email, and chat.

You’ll be the frontline voice of the company, responsible for:

  • Resolving customer issues quickly
  • Delivering a positive support experience
  • Maintaining strong communication under pressure

If you’re someone who is empathetic, organized, and thrives in fast-paced environments, this role is for you.

What You’ll Own

Customer Interaction & Issue Resolution

  • Handle 50–100 daily support tickets using platforms like:
  • Zendesk
  • Freshdesk
  • Salesforce Service Cloud
  • Respond via:
  • Phone
  • Email
  • Live chat
  • Social channels
  • Aim for first-contact resolution (FCR)
  • Escalate complex issues to Tier 2 or technical teams

Ticket & SLA Management

  • Prioritize tickets based on urgency and SLA requirements
  • Track and manage open cases to ensure timely resolution
  • Document all interactions clearly in the system
  • Maintain organized and complete ticket records

Knowledge Base & Efficiency

  • Update internal knowledge bases and FAQs
  • Create and improve:
  • Response templates
  • Macros
  • Help reduce repetitive tickets through better documentation

Customer Experience & Feedback

  • Communicate with empathy and professionalism
  • Capture customer feedback (CSAT, NPS)
  • Identify recurring issues and flag trends
  • Escalate negative experiences for quick resolution

Collaboration

  • Work closely with:
  • Product
  • Engineering
  • Operations teams
  • Provide insights to improve customer experience and product quality

Compliance & Quality

  • Ensure compliance with:
  • GDPR
  • HIPAA (if applicable)
  • Maintain confidentiality when handling customer data
  • Follow quality standards for all interactions

What Success Looks Like

  • High first-contact resolution rates
  • Fast response and resolution within SLA
  • Strong customer satisfaction (CSAT ≥ 90%)
  • Clean, organized ticket management
  • Positive feedback from customers and leadership

What Makes You a Strong Fit

  • Patient, empathetic, and customer-focused
  • Strong communicator (written and verbal)
  • Comfortable handling high ticket volumes
  • Organized and detail-oriented
  • Resilient under pressure
  • Adaptable across different industries and customer types

Requirements (Must-Have)

Experience

  • 1–2+ years in:
  • Customer service
  • Call center
  • Support roles
  • Experience using at least one platform:
  • Zendesk
  • Freshdesk
  • Salesforce Service Cloud

Skills

  • Strong typing and multitasking ability
  • Excellent written and verbal English
  • Proficiency with:
  • Microsoft Office
  • Google Workspace
  • Ability to manage multiple tickets and priorities simultaneously

Nice to Have

  • Multilingual support experience
  • Industry exposure:
  • SaaS
  • E-commerce
  • Healthcare
  • Finance
  • Experience in KPI-driven environments
  • Familiarity with:
  • Chatbots
  • AI-powered support tools

Tools You’ll Use

  • Zendesk / Freshdesk / Salesforce Service Cloud
  • Email & chat systems
  • Knowledge base tools
  • Internal collaboration platforms

What a Typical Day Looks Like

  • Review and prioritize incoming tickets
  • Respond to customer inquiries across channels
  • Resolve issues or escalate when needed
  • Update knowledge base with new solutions
  • Collaborate with internal teams on complex cases
  • Track feedback and improve support quality
  • Clear or update ticket queue before end of day

In short: You ensure every customer interaction ends with clarity, professionalism, and resolution.

Key Metrics (KPIs)

  • First Contact Resolution (FCR)
  • Average Handle Time (AHT)
  • CSAT / NPS scores (target ≥ 90%)
  • SLA adherence
  • Ticket backlog management

Interview Process

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

Apply Now

If you’re a customer-first professional who can handle volume without compromising quality, we’d love to hear from you.

Apply now and become the voice that delivers exceptional customer experiences every day.

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