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About PulseMediaNL

PulseMediaNL is a rapidly expanding digital media and marketing firm focused on enhancing business online presence via inventive digital strategies, content development, social media oversight, branding, and marketing initiatives. We are committed to providing excellent client experiences and fostering long-term relationships.

Job Summary

The Customer Support Specialist serves as the initial contact for clients, dedicated to handling inquiries with professionalism and efficiency. This role involves aiding customers, resolving concerns, sharing information on products and services, and ensuring smooth interactions across diverse communication platforms, collaborating closely with internal teams to act swiftly on client issues and improve satisfaction and loyalty.

Primary Duties

Act as the main contact point for customer queries via email, live chat, phone, and social media channels.
Provide timely and courteous responses related to products, services, subscriptions, billing, and account management.
Efficiently address complaints while maintaining positive customer relations.
Refer complicated matters to appropriate departments when needed and ensure thorough issue resolution through follow-ups.
Build and nurture strong customer relationships via tailored support and maintain accurate records using CRM systems.
Track and update customer interactions and identify frequent concerns to suggest enhancements.
Gain deep understanding of PulseMediaNL’s offerings, educate clients on features, and stay informed on product updates and policies.
Provide basic technical assistance, guide users in account setup and platform use, and collaborate with tech teams on advanced problems.
Gather customer feedback to inform management and contribute to support resources such as FAQs.
Document all client communications carefully, meet response and resolution targets, and maintain confidentiality.

Required Qualifications

Minimum of high school diploma or equivalent; Associate's or Bachelor's degrees preferred.
At least 2 years experience in customer service, support, or client success roles.
Strong communication skills, both spoken and written.
Excellent interpersonal skills and ability to manage multiple tasks in dynamic environments.
Capable of problem-solving, conflict resolution, and detail orientation.
Works well independently and collaboratively with a positive, customer-centric approach.

Preferred Qualifications

Background in supporting digital marketing, SaaS, or media sectors.
Familiarity with CRM tools like HubSpot, Salesforce, Zendesk, or Freshdesk.
Experience with live chat systems and handling subscription or billing questions.
Knowledge of social media and digital marketing concepts.
Basic technical troubleshooting capabilities.

Required Skills

Proficiency in CRM software and ticketing platforms.
Competent in Microsoft Office and Google Workspace.
Experience managing live chat and email communications.
Effective data entry skills.
Strong active listening, empathy, patience, critical thinking, time management, organization, adaptability, teamwork, professionalism, and attention to detail.

Performance Metrics

Customer Satisfaction Score (CSAT)
First Response Time
Average Resolution Time
Customer Retention Rate
Ticket Resolution Rate
First Contact Resolution (FCR)
Quality Assurance Score
Customer Feedback Ratings
Response Accuracy
Productivity Measurements

Benefits

Competitive compensation package including performance bonuses.
Opportunities for professional growth and ongoing training.
Flexible working arrangements where applicable.
Supportive, collaborative workplace culture.
Paid leave and company holidays.
Employee wellness programs.
Chance to join a forward-thinking and growing company.

Equal Opportunity Employer

PulseMediaNL embraces diversity and fosters an inclusive environment where all employees are valued, respected, and supported to thrive.

Customer Support Specialist