Customer Service Representative📣 Job Ad

About the Role

Pulsemena is seeking a Customer Service Representative to join our team in Taif, Makkah, Saudi Arabia. This full-time role serves as the primary point of contact for customers, providing timely assistance, answering questions, and resolving concerns to ensure a positive customer experience. We are looking for candidates with 0-1 years of experience in customer service.

Key Responsibilities

• Respond to customer inquiries through phone calls, emails, live chat, social media, or other communication channels.
• Provide accurate and detailed information about company products, services, policies, pricing, orders, and procedures.
• Listen carefully to customers to understand their questions, concerns, or complaints and provide appropriate solutions.
• Handle customer complaints professionally and calmly while working toward fair and timely resolutions.
• Process customer orders, returns, refunds, exchanges, cancellations, and account updates according to company policies.
• Maintain accurate records of customer interactions, inquiries, complaints, and resolutions in the company's customer relationship management (CRM) system.
• Follow up with customers when necessary to ensure their concerns have been fully resolved.
• Escalate complex or sensitive customer issues to supervisors or appropriate departments when required.
• Collaborate with sales, operations, billing, technical support, and other departments to resolve customer concerns.
• Educate customers about products, services, promotions, and available solutions that may meet their needs.
• Meet established customer service standards, including response times, customer satisfaction targets, quality scores, and productivity goals.
• Protect confidential customer and company information by following privacy and security procedures.
• Identify recurring customer concerns and communicate feedback to management to help improve products, services, and internal processes.
• Maintain a positive and professional attitude during challenging customer interactions.
• Stay informed about company products, services, policies, systems, and procedures.
• Perform additional customer service and administrative duties as assigned.

Candidate Profile

The ideal candidate is a professional, friendly, and customer-focused individual. This role requires an excellent communicator who is patient, organized, and dependable, capable of managing multiple customer inquiries while maintaining professionalism. Strong problem-solving abilities, attention to detail, and a genuine commitment to customer satisfaction are essential for success in this position.

Performance Expectations

• Maintain a high level of customer satisfaction.
• Respond to inquiries within established service-level standards.
• Resolve customer issues accurately and efficiently.
• Maintain accurate customer records and documentation.
• Meet applicable productivity and quality targets.
• Demonstrate consistent professionalism and reliability.
• Follow company policies, procedures, and confidentiality requirements.
• Contribute positively to team and organizational goals.

Work Environment

This position may be performed in an office, call-center, remote, or hybrid environment, depending on company requirements. The role may involve extended periods of computer use and frequent communication with customers by telephone, email, or online messaging. Depending on business needs, employees may be required to work scheduled shifts that include evenings, weekends, or public holidays.

Equal Opportunity Employer

Pulsemena is committed to providing an inclusive and respectful workplace. Employment decisions are based on qualifications, experience, performance, and business requirements without unlawful discrimination.