Customer Service Representative📣 Job Ad

About the Role

Pulsemena is seeking a Customer Service Representative to join our team in Saudi Arabia. This full-time position serves as the primary point of contact for customers, providing timely assistance, answering questions, and resolving concerns to ensure a positive customer experience.

The Ideal Candidate

We are looking for a professional, friendly, and customer-focused individual. The successful candidate will be an excellent communicator who is patient, organized, and dependable, capable of handling multiple customer inquiries while maintaining professionalism. This role requires strong problem-solving abilities, attention to detail, and a genuine commitment to customer satisfaction.

Key Responsibilities

• Respond to customer inquiries through various communication channels, including phone calls, emails, live chat, and social media.
• 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.

Qualifications and Performance Expectations

Candidates should possess 0-1 years of experience in a customer service role. The Customer Service Representative will be expected to:

• 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 involves extended periods of computer use and frequent communication with customers via telephone, email, or online messaging. Scheduled shifts may include evenings, weekends, or public holidays, based on business needs.

Equal Opportunity

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