Customer Support Specialist

About PulseMediaNL

PulseMediaNL is a rapidly expanding digital media and marketing company dedicated to enhancing business online presence through innovative digital solutions, content creation, social media management, branding, and strategic marketing. We emphasize providing exceptional customer experiences and cultivating enduring client relationships.

Position Overview

We seek a dedicated, customer-oriented, and proactive Customer Support Specialist to join our team. This role involves acting as the initial contact for customers, ensuring professional, efficient, and excellent service in every interaction.

Key Responsibilities

• Serve as the main contact for customer inquiries by email, live chat, phone, and social media platforms.
• Respond swiftly and courteously to queries about products, services, subscriptions, billing, and account management.
• Address and resolve customer complaints effectively while maintaining positive experiences.
• Refer complex issues to suitable departments as required and follow up to ensure resolution.
• Build strong relationships with customers through personalized support and maintain detailed customer records via CRM software.
• Track and update support tickets, identify recurring customer issues, and suggest improvements.
• Acquire thorough knowledge of our products and services, educate customers on features and best practices, and stay informed about updates.
• Assist customers with basic technical troubleshooting, guide them during setup and onboarding, and collaborate with technical teams for advanced issues.
• Collect customer feedback for management, contribute to enhancing support documentation, and participate in customer satisfaction initiatives.
• Document all communications accurately, meet response and resolution time goals, prepare reports on common issues, and maintain confidentiality of customer data.

Required Qualifications

• Minimum high school diploma or equivalent; Associate's or Bachelor's degree preferred.
• At least 2 years of experience in customer service, support, or client success roles.
• Strong verbal and written communication skills.
• Excellent interpersonal skills with a talent for building relationships.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced setting.
• Exceptional problem-solving and conflict resolution capabilities.
• High attention to detail and ability to work independently and collaboratively.
• A customer-first mindset coupled with a positive and professional attitude.

Preferred Qualifications

• Experience in digital marketing, SaaS, or media service support.
• Familiarity with CRM platforms like HubSpot, Salesforce, Zendesk, or Freshdesk.
• Experience with live chat tools and knowledge of social media platforms and digital marketing terminology.
• Basic skills in technical troubleshooting and handling billing or subscription inquiries.

Required Skills

• Proficiency with CRM software and ticketing systems.
• Competence in Microsoft Office Suite and Google Workspace.
• Experience managing live chat platforms and email communications.
• Strong abilities in data entry, active listening, empathy, patience, critical thinking, time management, organization, adaptability, team collaboration, 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
• Overall Productivity

Benefits

• Competitive salary with performance-based bonuses
• Opportunities for professional development and career progression
• Continuous training and learning initiatives
• Flexible work arrangements where applicable
• Supportive and collaborative work atmosphere
• Paid time off and company holidays
• Employee wellness programs
• Work experience with an innovative and expanding digital media firm

Why Join Us?

At PulseMediaNL, we believe that providing exceptional customer experiences is key to business success. As a Customer Support Specialist, you'll have the chance to help our clients thrive while advancing your career in a dynamic, team-oriented, and innovative environment. We value diversity and promote an inclusive workplace where everyone is respected and empowered to reach their potential.