Customer Service Representative (Remote)
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Key skills for this role
About the Role
PULSE (MENA) seeks a remote Customer Service Representative to handle inquiries via phone, email, chat, and social media. The role requires 1-2 years of customer service experience, strong communication skills, and fluency in English.
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
- Accurately record customer interactions within the CRM system
- Meet or exceed KPIs including CSAT, FCR, average response time, AHT, QA scores
Requirements
- High school diploma required; Associate's or Bachelor's degree preferred
- Minimum 1 2 years of experience in customer service, contact center, or client support
- Strong computer literacy and ability to learn new systems quickly
- Experience using CRM platforms such as Salesforce, Zendesk, Freshdesk, HubSpot, or similar
- Proficiency in Microsoft Office or Google Workspace
- Reliable high speed internet connection and dedicated home workspace
- Fluent in English (spoken and written)
- Arabic proficiency is highly preferred
Full Job Posting
Overview
- PULSE (MENA) is a forward thinking organization committed to delivering exceptional customer experiences across the Middle East and North Africa.
- The Customer Service Representative serves as the primary point of contact for customers, ensuring every interaction reflects PULSE's commitment to excellence.
Key Responsibilities
- 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.
- 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.
- Accurately record customer interactions within the CRM system.
- Maintain detailed notes regarding customer requests and resolutions.
- Meet or exceed established KPIs including CSAT, FCR, average response time, AHT, QA scores.
Required Qualifications
- High school diploma required; Associate's or Bachelor's degree preferred.
- Minimum of 1–2 years of experience in customer service, contact center, or client support.
- Experience working remotely is an advantage.
- Strong computer literacy and ability to learn new systems quickly.
- Experience using CRM platforms such as Salesforce, Zendesk, Freshdesk, HubSpot, or similar.
- Proficiency in Microsoft Office or Google Workspace.
- Reliable high speed internet connection and a dedicated home workspace.
- Fluent in English (spoken and written).
- Arabic proficiency is highly preferred.
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