Customer Support Specialist📣 Job Ad

About the Role

PulseMediaNL is seeking a Customer Support Specialist to join our full-time team in Taif, Makkah, Saudi Arabia. This role is designed for a customer-focused professional with over 10 years of experience who is committed to delivering exceptional service and support across various communication channels.

Company Overview

PulseMediaNL is a digital media and marketing company dedicated to helping businesses enhance their online presence. We achieve this through innovative digital solutions, content creation, social media management, branding, and marketing strategies. Our focus is on delivering strong customer experiences and building lasting relationships with our clients.

Position Summary

As a Customer Support Specialist, you will serve as the primary point of contact for customers, ensuring that every interaction reflects our commitment to professionalism, efficiency, and outstanding service. Your responsibilities will include assisting with inquiries, resolving issues, providing product and service information, and ensuring a seamless customer experience across multiple communication channels. You will collaborate with internal teams to address customer concerns promptly and identify opportunities to improve customer satisfaction and retention.

Key Responsibilities

• Serve as the primary point of contact for customer inquiries via email, live chat, phone, and social media.
• Respond promptly and professionally to customer questions regarding products, services, subscriptions, billing, and account management.
• Resolve customer complaints efficiently while maintaining a positive customer experience.
• Escalate complex issues to appropriate departments and follow up to ensure complete resolution.
• Build and maintain strong relationships with customers through personalized support.
• Maintain detailed and accurate customer records using CRM software, tracking interactions and updating support tickets.
• Develop a comprehensive understanding of PulseMediaNL's products and services to educate customers on features, best practices, and solutions.
• Stay updated on new product releases, service updates, and company policies.
• Assist customers with basic technical troubleshooting and guide users through account setup, onboarding, and platform navigation.
• Coordinate with technical teams to resolve advanced issues.
• Collect customer feedback, communicate insights to management, and identify opportunities to improve support processes.
• Contribute to knowledge base articles, FAQs, and customer help resources.
• Document all customer communications accurately and prepare reports on common customer issues and support trends.
• Meet response time and resolution time targets, and maintain confidentiality of customer information.

Required Qualifications and Skills

• Over 10 years of experience in a customer support or related role.
• Excellent communication skills, both written and verbal.
• Demonstrated empathy and strong problem-solving abilities.
• A strong commitment to delivering exceptional customer support.
• Ability to manage customer interactions across multiple communication channels.
• Proficiency in using CRM software and tracking customer interactions.

Work Environment and Location

This is a full-time position based in Taif, Makkah, Saudi Arabia. The role requires active participation within a growing team dedicated to client success and customer satisfaction.