Customer Support Specialist📣 Job Ad

About PulseMediaNL and the Role

PulseMediaNL is a fast-growing digital media and marketing company focused on strengthening businesses' online presence through digital solutions, content creation, social media management, branding, and marketing strategies. We are seeking a Customer Support Specialist to join our team in Al Bahah, Ha'il, Saudi Arabia. This is a full-time position where the specialist will serve as the primary point of contact for customers, ensuring professional and efficient service delivery.

Role Overview

As a Customer Support Specialist, you will be responsible for assisting customers with inquiries, resolving issues, and providing information about products and services across various communication channels. The role involves close collaboration with internal teams to address customer concerns promptly and identify opportunities to enhance customer satisfaction and retention. This position requires strong communication, empathy, and problem-solving skills, alongside a commitment to providing support.

Key Responsibilities

• Serve as the primary contact for customer inquiries via email, live chat, phone, and social media.
• Respond promptly and professionally to questions regarding products, services, subscriptions, billing, and account management.
• Efficiently resolve customer complaints while maintaining a positive customer experience.
• Escalate complex issues to appropriate departments when necessary and follow up to ensure complete resolution.
• Build and maintain customer relationships through personalized support and accurate record-keeping using CRM software.
• Track customer interactions, update support tickets, and identify recurring concerns to recommend improvements.
• Develop a comprehensive understanding of PulseMediaNL's products and services, educating customers on features and best practices.
• Assist with basic technical troubleshooting, guiding users through account setup, onboarding, and platform navigation.
• Collect customer feedback, communicate insights to management, and contribute to knowledge base articles and help resources.
• Document all customer communications accurately, meet response and resolution time targets, and prepare reports on support trends.

Qualifications and Skills

• High school diploma or equivalent; Associate's or Bachelor's degree preferred.
• 10+ years of experience in customer service, customer support, or client success.
• Excellent verbal and written communication skills.
• Strong interpersonal and relationship-building abilities.
• Ability to multitask and prioritize in a fast-paced environment.
• Exceptional problem-solving and conflict resolution skills with strong attention to detail.
• Ability to work independently and collaboratively, demonstrating a customer-first mindset.
• Experience supporting digital marketing, SaaS, or media services is preferred.
• Familiarity with CRM platforms (*, HubSpot, Salesforce, Zendesk, Freshdesk) and live chat software is preferred.
• Knowledge of social media platforms, digital marketing terminology, and basic technical troubleshooting skills are advantageous.

Performance Indicators

Performance for this role will be evaluated based on the following metrics:

• Customer Satisfaction Score (CSAT)
• First Response Time
• Average Resolution Time
• Customer Retention Rate
• Ticket Resolution Rate
• First Contact Resolution (FCR)
• Quality Assurance Score
• Customer Feedback Ratings
• Response Accuracy
• Productivity Metrics

Company Culture and Commitment

At PulseMediaNL, we prioritize exceptional customer experiences as a driver of business success. This role offers an opportunity to contribute to client success and career growth within a dynamic and collaborative environment. PulseMediaNL is an equal opportunity employer committed to diversity and an inclusive workplace where all employees are valued and respected.