Customer Support Specialist

About PulseMediaNL

PulseMediaNL is a rapidly expanding digital media and marketing firm devoted to enhancing businesses' online presence through creative digital strategies, content development, social media management, branding, and marketing solutions. We emphasize delivering superior customer service and fostering enduring client relationships.

Role Overview

The Customer Support Specialist acts as the primary contact for clients, managing inquiries, troubleshooting issues, conveying product and service details, and ensuring a smooth customer experience across various communication platforms. Collaboration with internal teams is crucial to promptly address client concerns while pinpointing ways to boost satisfaction and loyalty.

Core Duties

• Be the main contact for customer queries via email, chat, phone, and social networks.
• Provide fast, professional responses about products, services, billing, subscriptions, and accounts.
• Efficiently resolve complaints, maintaining a positive rapport.
• Escalate complex problems appropriately and follow up to confirm resolution.
• Develop strong client relationships through tailored support and accurate CRM recordkeeping.
• Monitor and update customer interactions and tickets diligently.
• Recognize recurring issues and suggest enhancements.
• Gain in-depth knowledge of company products and educate customers accordingly.
• Assist with basic technical troubleshooting and guide users in onboarding and platform use.
• Collaborate with technical teams for advanced problem resolution.
• Gather and relay customer feedback; improve support workflows and contribute to knowledge resources.
• Document communications thoroughly, adhere to response and resolution benchmarks, generate reports on common issues, and ensure confidentiality.

Qualifications

• Minimum high school diploma; Associate’s or Bachelor’s degree preferred.
• At least two years of experience in customer service or client success roles.
• Excellent written and spoken communication capabilities with strong interpersonal skills.
• Capability to multitask, prioritize effectively, and demonstrate attention to detail in a dynamic setting.
• Proven problem-solving and conflict resolution aptitude and a customer-centric approach.
• Preferred experience includes digital marketing, SaaS, media services, CRM tools (HubSpot, Salesforce, Zendesk, Freshdesk), live chat platforms, social media knowledge, basic technical troubleshooting, and billing or subscription support.

Skills

• Proficiency in CRM software and ticketing systems.
• Competent with Microsoft Office and Google Workspace.
• Effective use of live chat and email management tools.
• Strong active listening, empathy, patience, critical thinking, organization, and teamwork.
• Ability to manage time effectively and adapt professionally.

Performance Metrics

• Measured on customer satisfaction scores, response and resolution times, retention rates, ticket resolution, first contact resolution, quality assurance, feedback ratings, accuracy, and productivity.

Benefits

• Competitive pay with performance bonuses.
• Opportunities for career development and continuous training.
• Flexible working arrangements where possible.
• A collaborative, supportive workplace culture.
• Paid leave and recognized holidays.
• Employee wellness programs.
• The chance to work at a pioneering and expanding digital media company.

Equal Opportunity Employer

PulseMediaNL promotes diversity and inclusivity, ensuring all employees are esteemed, respected, and empowered to thrive in their roles.