Customer Service Representative (Remote)

About PULSE (MENA)

PULSE (MENA) is a dynamic and forward-thinking organization dedicated to redefining customer experiences across the Middle East and North Africa. We are driven by the belief that exceptional customer service is the cornerstone of business success. Our team is committed to fostering meaningful relationships with customers by delivering prompt, professional, and personalized support. As we expand our reach, we are seeking driven, customer-centric professionals who are passionate about assisting others and excel in remote work environments.

Position Overview

As a Customer Service Representative, you will serve as the primary liaison between PULSE (MENA) and our valued customers. In this role, you will ensure that every interaction aligns with our commitment to excellence by addressing inquiries, resolving issues efficiently, and providing accurate information through various communication channels, including phone, email, live chat, and social media. This position demands exceptional communication skills, empathy, problem-solving capabilities, and the ability to work independently while collaborating effectively with a distributed team.

Key Responsibilities

Customer Support

• Respond to customer inquiries promptly and professionally via phone, email, live chat, WhatsApp, and social media platforms.
• Provide accurate information regarding products, services, policies, and procedures.
• Address and 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 and nurture strong customer relationships through exceptional service.
• Identify customer needs and recommend tailored solutions.
• Ensure high levels of customer satisfaction by exceeding service expectations.
• Follow up with customers as needed to confirm complete issue resolution.

Documentation & Administration

• Accurately record customer interactions in the CRM system.
• Maintain detailed notes on customer requests and resolutions.
• Update customer information while ensuring data accuracy and compliance.
• 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 enhance 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, and attendance/productivity targets.

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 a plus.
• Strong computer literacy and ability to quickly adapt to new systems.
• 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

Communication

• Exceptional verbal and written communication skills.
• Professional phone etiquette.
• Strong active listening abilities.
• Clear and confident communication.

Customer Focus

• Empathy and patience.
• Positive attitude.
• Strong interpersonal skills.
• Ability to manage difficult conversations professionally.

Problem Solving

• Analytical thinking.
• Conflict resolution.
• Effective decision-making skills.
• Ability to work under pressure while maintaining quality.

Organization

• Excellent time management.
• Strong attention to detail.
• Ability to multitask effectively.
• Strong prioritization skills.

Preferred Qualifications

• Experience supporting customers across multiple communication channels.
• Previous experience in BPO, SaaS, e-commerce, healthcare, fintech, or technology industries.
• Experience with multilingual support is a plus.