Customer Service Representative (Remote)
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Key skills for this role
About the Role
PULSE (MENA) is seeking a motivated Customer Service Representative to handle inquiries via phone, email, chat, and social media. The role requires excellent communication skills, empathy, and the ability to work independently in a remote environment.
Key Skills for This Role
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 appropriate departments while ensuring timely follow up
- Accurately record customer interactions within the CRM system
- Maintain detailed notes regarding customer requests and resolutions
- Work closely with internal teams including Operations, Sales, Technical Support, and Quality Assurance
- Meet or exceed established KPIs including CSAT, FCR, AHT, and QA scores
Requirements
- 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
- 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
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.
- The successful candidate will handle customer inquiries, resolve issues efficiently, and provide accurate information across multiple communication channels.
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.
- Update customer information while ensuring data accuracy.
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.
Required Skills
- Excellent verbal and written communication skills.
- Professional phone etiquette.
- Strong active listening abilities.
- Clear and confident communication.
- Empathy and patience.
- Positive attitude.
- Strong interpersonal skills.
- Ability to manage difficult conversations professionally.
- Analytical thinking.
- Conflict resolution.
- Decision making skills.
- Ability to work under pressure while maintaining quality.
Preferred Qualifications
- Experience supporting customers across multiple communication channels.
- Previous experience in BPO, SaaS, e commerce, healthcare, fintech, or technology industries.
- Experience with ticketing systems and knowledge base software.
- Familiarity with customer service metrics and performance standards.
Language Requirements
- Fluent in English (spoken and written).
- Arabic proficiency is highly preferred.
- Additional regional languages are considered an advantage.
Technical Requirements
- Stable broadband internet connection (minimum 25 Mbps recommended).
- Quiet, professional home office environment.
- Laptop or desktop computer meeting company specifications.
- Noise cancelling headset with microphone.
- Webcam for virtual meetings and training.
Working Hours
- Full time remote position.
- Flexible shifts based on business requirements.
- May include evenings, weekends, and public holidays.
- Availability to support customers across different MENA time zones.
What We Offer
- Fully remote work environment.
- Competitive salary.
- Performance based incentives and recognition programs.
- Paid training and continuous professional development.
- Career growth opportunities within PULSE (MENA).
- Collaborative and inclusive company culture.
- Access to modern customer support tools and technology.
- Employee wellness and engagement initiatives.
Core Competencies
- Customer first mindset
- Integrity and professionalism
- Accountability
- Adaptability
- Emotional intelligence
- Team collaboration
- Continuous learning
- Reliability
- Problem solving ability
- Cultural awareness and sensitivity
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