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About PulseMediaNL

PulseMediaNL is a rapidly expanding digital media and marketing enterprise committed to enhancing business visibility online through cutting-edge digital solutions, content development, social media handling, branding, and marketing tactics. We value delivering superior customer interactions and fostering enduring client partnerships.

Position Overview

We are seeking a motivated and customer-oriented Customer Support Specialist to be the first point of contact for clients. This role involves providing exceptional support, resolving client issues, and conveying product and service knowledge across various communication channels, thereby promoting customer satisfaction and retention.

Key Responsibilities

Act as the main contact for customer inquiries via multiple channels including email, phone, live chat, and social media.
Address customer questions regarding products, services, subscriptions, billing, and account management promptly and professionally.
Handle and resolve customer complaints swiftly while maintaining a positive service experience.
Escalate complex problems to the relevant departments as needed, and conduct follow-ups to ensure issues are resolved.
Build and nurture customer relationships through personalized interactions and maintain accurate customer data using CRM systems.
Monitor and document all customer interactions and support requests, analyzing recurring issues to recommend enhancements.
Gain in-depth knowledge of company products and services, update customer knowledge on features and policies, and stay informed on new releases.
Provide basic technical support, assist with account setup and platform navigation, and collaborate with technical teams for advanced troubleshooting.
Collect and relay customer feedback to management, contribute to knowledge base materials, and engage in initiatives to improve customer satisfaction.
Maintain precise records of communications, meet established response and resolution timelines, prepare reports on frequent customer issues, and safeguard customer confidentiality.

Qualifications

Minimum education: High school diploma or equivalent; Associate’s or Bachelor’s degree advantageous.
At least 2 years’ experience in customer service, customer support, or client success roles.
Strong verbal and written communication skills coupled with excellent interpersonal abilities.
Capable of multitasking and prioritizing in a dynamic workplace.
Proficient problem-solving and conflict management skills with a keen eye for detail.
Ability to work both independently and collaboratively with a customer-centric attitude.

Preferred Skills and Experience

Background in supporting digital marketing, SaaS platforms, or media-related services.
Experienced with CRM tools like HubSpot, Salesforce, Zendesk, or Freshdesk.
Knowledge of live chat software, social media platforms, and digital marketing concepts.
Basic technical troubleshooting capabilities and experience managing billing or subscription questions.

Technical and Soft Skills

Competence in CRM software, Microsoft Office, Google Workspace, live chat platforms, ticketing systems, and data entry.
Excellent communication, active listening, empathy, patience, and critical thinking.
Effective time management, strong organizational skills, adaptability, teamwork, professionalism, and careful attention to detail.

Performance Metrics

Customer Satisfaction Scores (CSAT)
Response and resolution times
Customer retention and first contact resolution rates
Quality assurance and productivity measures
Accuracy of responses and customer feedback ratings

Benefits

Competitive compensation package including performance-based bonuses.
Opportunities for professional growth, continuous training, and career development.
Flexible working arrangements where applicable.
Supportive and collaborative work culture.
Paid time off and recognized company holidays.
Wellness programs for employees.
The chance to contribute to an innovative and expanding digital media firm.

Employer Statement

PulseMediaNL values diversity and strives to cultivate an inclusive environment where every team member is respected and empowered. Join us to gain rewarding professional experiences while helping clients achieve success through exceptional service.

Customer Support Specialist

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