Customer Support Specialist

About PulseMediaNL

PulseMediaNL is an expanding digital media and marketing company focused on enhancing businesses' online presence through innovative digital strategies, content creation, social media management, branding, and marketing. We are dedicated to providing remarkable customer experiences and building enduring client relationships.

Position Overview

We are seeking a dedicated and customer-oriented Customer Support Specialist to become the frontline contact for our customers. This role requires ensuring every customer interaction is professional, efficient, and represents our commitment to excellent service quality.

Responsibilities

• Act as the main point of contact for customers via email, live chat, phone, and social channels.
• Provide prompt and courteous responses to customer questions about products, services, billing, subscriptions, and account matters.
• Effectively resolve customer complaints while maintaining positive experiences.
• Escalate complex issues to appropriate teams as needed and follow up to confirm issue resolution.
• Establish and nurture strong customer relationships through personalized interaction.
• Maintain detailed customer records by using CRM software and update support tickets diligently.
• Identify repetitive customer issues and suggest improvements to processes or products.
• Acquire thorough knowledge of company products and services, keeping updated on new releases and policy changes.
• Educate customers on features, solutions, and best practices for using our offerings.
• Provide basic technical support and guide customers through account setup, onboarding, and platform usage.
• Collaborate with technical teams to solve advanced problems.
• Collect and communicate customer feedback to management to enhance service delivery.
• Contribute to creation and maintenance of help resources like FAQs and knowledge base articles.
• Document all customer communications accurately and adhere to response and resolution time targets.
• Prepare reports on common issues and track support trends while maintaining confidentiality of data.

Qualifications

• Minimum high school diploma or equivalent; Associate's or Bachelor's degree preferred.
• Over 2 years of experience in customer service, support, or client success roles.
• Strong verbal and written communication capabilities.
• Excellent interpersonal skills and ability to build relationships.
• Capability to manage multiple tasks and prioritize within dynamic environments.
• Exceptional analytical, problem-solving, and conflict resolution skills.
• Meticulous attention to detail and ability to work independently or in teams.
• Positive, customer-centric approach.
• Experience with digital marketing, SaaS, or media services is a plus.
• Familiarity with CRM systems such as HubSpot, Salesforce, Zendesk, or Freshdesk preferred.
• Experience using live chat platforms and understanding of social media and digital marketing terminology is advantageous.
• Basic technical troubleshooting and knowledge of billing or subscription management are desirable.

Skills

• CRM software proficiency
• Microsoft Office and Google Workspace expertise
• Live chat and ticketing system capabilities
• Basic technical troubleshooting
• Email handling and data entry
• Superior communication and active listening
• Empathy and patience
• Critical thinking and problem-solving
• Time management and organization
• Adaptability and teamwork
• Professional conduct and attention to detail

Performance Metrics

• Customer Satisfaction Scores
• First Response and Average Resolution Times
• Customer Retention Rates
• Ticket Resolution and First Contact Resolution Rates
• Quality Assurance and Customer Feedback
• Accuracy and Productivity Metrics

Benefits

• Competitive remuneration
• Bonuses based on performance
• Opportunities for professional growth and development
• Ongoing training and career advancement prospects
• Flexible working options when feasible
• Supportive, collaborative work culture
• Paid leave and recognized company holidays
• Wellness programs
• Chance to contribute within an innovative and expanding digital media firm

Equal Opportunity Employer

PulseMediaNL values diversity and fosters an inclusive environment where all employees are respected, valued, and empowered to succeed.