Customer Support Specialist

About PulseMediaNL

PulseMediaNL is an expanding digital media and marketing firm focused on empowering businesses to enhance their online visibility through inventive digital solutions, content creation, social media management, branding, and marketing tactics. The company is committed to outstanding customer service and forging long-lasting client relationships.

Role Overview

The Customer Support Specialist will be the frontline contact for clients, ensuring every interaction embodies professionalism, promptness, and exceptional support quality. This role involves managing customer inquiries, resolving problems, delivering product and service information, and enhancing the overall customer journey across several communication platforms. Collaboration with internal teams is necessary to address customer issues quickly and identify ways to boost satisfaction and loyalty.

Key Duties

• Act as the main communication channel for customer questions via email, live chat, phone, and social media.
• Deliver timely and courteous responses to queries about products, services, subscriptions, billing, and accounts.
• Effectively manage customer complaints while maintaining a positive service experience.
• Refer complex concerns to relevant departments when needed and ensure follow-up for resolution completeness.
• Develop strong client relationships through customized support and maintain accurate CRM records.
• Track and document interactions and support tickets, pinpoint recurring issues, and suggest improvements.
• Gain thorough knowledge of company products and services, educating customers and staying informed about updates and policies.
• Provide basic technical support, guide users through setup and platform features, and coordinate with technical teams for advanced issues.
• Collect and relay customer feedback to enhance support processes, contribute to help resources, and partake in satisfaction initiatives.
• Maintain detailed documentation of customer communications, meet set response and resolution timelines, generate reports on common issues, and safeguard customer confidentiality.

Required Qualifications

• Completion of high school or equivalent; associate's or bachelor's degrees preferred.
• At least 2 years of experience in customer service, support, or client success roles.
• Strong written and verbal communication skills.
• Excellent interpersonal and relationship management capabilities.
• Ability to handle multiple tasks and prioritize effectively in a fast-paced setting.
• Proven skills in problem-solving and conflict resolution.
• Meticulous attention to detail and capability to work both independently and as part of a team.
• A customer-centric approach with a positive mindset.

Preferred Experience

• Background supporting digital marketing, SaaS, or media industries.
• Proficiency with CRM tools like HubSpot, Salesforce, Zendesk, or Freshdesk.
• Experience using live chat software and understanding of social media platforms and digital marketing terms.
• Basic technical troubleshooting experience and handling billing or subscription queries.

Technical and Interpersonal Skills

• CRM software proficiency
• Microsoft Office and Google Workspace knowledge
• Experience with live chat platforms and ticketing systems
• Basic troubleshooting and email management skills
• Data entry accuracy
• Exceptional communication, active listening, empathy, patience
• Critical thinking, problem-solving, time management, and organizational skills
• Adaptability, collaboration, professionalism, and attention to detail

Performance Metrics

• Customer Satisfaction Score (CSAT)
• Response and resolution times
• Retention and ticket resolution rates
• First Contact Resolution and quality assurance scores
• Customer feedback quality and productivity indicators

Benefits

• Attractive salary package with performance bonuses
• Opportunities for professional growth and continual training
• Potential for flexible work arrangements
• A collaborative workplace culture
• Paid holidays and wellness programs
• Chance to contribute to a pioneering and expanding digital media company

Equal Opportunity and Work Culture

PulseMediaNL values diversity and inclusivity, ensuring all employees are respected, valued, and empowered in a welcoming environment.