Customer Service Representative
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Key skills for this role
About the Role
PULSE (MENA) seeks a Customer Service Representative in Dubai to handle inquiries via phone, email, chat, and social media, resolve issues, and ensure customer satisfaction. Requires excellent communication skills and ability to work remotely.
Key Skills for This Role
Responsibilities
- Respond promptly and professionally to customer inquiries via phone, email, live chat, WhatsApp, and social media
- Deliver accurate information regarding products, services, policies, and procedures
- Resolve customer complaints with professionalism, empathy, and efficiency
- Escalate complex issues to appropriate departments while ensuring timely follow up
- Maintain a positive and solution oriented approach in every customer interaction
- Build strong customer relationships through exceptional service
- Identify customer needs and recommend appropriate solutions
- Accurately record customer interactions within the CRM system
- Meet or exceed established KPIs including CSAT, FCR, response time, AHT, QA scores
Requirements
- Excellent communication skills
- Ability to work independently in a remote environment
- Customer focused mindset
Full Job Posting
Position Overview
- The Customer Service Representative serves as the primary point of contact for customers, ensuring every interaction reflects PULSE's commitment to excellence
- Handle customer inquiries, resolve issues efficiently, and provide accurate information across multiple communication channels including phone, email, live chat, and social media
- Requires excellent communication skills, empathy, problem solving abilities, and ability to work independently while collaborating with a distributed team
Key Responsibilities Customer Support
- Respond promptly and professionally to customer inquiries via phone, email, live chat, WhatsApp, and social media platforms
- Deliver accurate information regarding products, services, policies, and procedures
- Resolve customer complaints with professionalism, empathy, and efficiency
- Escalate complex issues to the appropriate departments while ensuring timely follow up
- Maintain a positive and solution oriented approach in every customer interaction
Customer Experience
- Build strong customer relationships through exceptional service
- Identify customer needs and recommend appropriate solutions
- Ensure high levels of customer satisfaction by exceeding service expectations
- Follow up with customers when necessary to ensure complete issue resolution
Documentation & Administration
- Accurately record customer interactions within the CRM system
- Maintain detailed notes regarding customer requests and resolutions
- Update customer information while ensuring data accuracy
- Adhere to company documentation standards and quality requirements
Collaboration
- Work closely with internal teams including Operations, Sales, Technical Support, and Quality Assurance
- Participate in team meetings and continuous improvement initiatives
- Share customer feedback to improve products, services, and internal processes
Performance
- Meet or exceed established KPIs, including: Customer Satisfaction (CSAT), First Contact Resolution (FCR), Average Response Time, Average Handling Time (AHT), Quality Assurance (QA) Scores, Attendance and Productivity Targets
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