Customer Service Representative (Remote)
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Key skills for this role
About the Role
PULSE (MENA) is seeking a remote Customer Service Representative to handle inquiries via phone, email, chat, and social media, resolve issues, and ensure high customer satisfaction.
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 the appropriate departments while ensuring timely follow up
- Accurately record customer interactions within the CRM system
- 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
About PULSE (MENA)
- PULSE (MENA) is a forward thinking organization committed to delivering exceptional customer experiences across the Middle East and North Africa.
Position Overview
- 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.
- Accurately record customer interactions within the CRM system.
- Meet or exceed established KPIs including CSAT, FCR, AHT, and 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.
- 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.
- Empathy and patience.
- Analytical thinking and conflict resolution.
- Excellent time management and attention to detail.
Preferred Qualifications
- Experience supporting customers across multiple communication channels.
- Previous experience in BPO, SaaS, e commerce, healthcare, fintech, or technology industries.
- Familiarity with customer service metrics and performance standards.
Language Requirements
- Fluent in English (spoken and written).
- Arabic proficiency is highly preferred.
Working Hours
- Full time remote position.
- Flexible shifts based on business requirements.
- May include evenings, weekends, and public holidays.
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).
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