Customer Support Specialist

About PulseMediaNL

PulseMediaNL is a rapidly expanding digital media and marketing company focused on empowering businesses with innovative online solutions, including content creation, social media management, branding, and marketing strategies. We are dedicated to providing outstanding customer experiences and forging enduring client relationships.

Role Overview

We seek a dedicated and proactive Customer Support Specialist to be the initial contact for our customers, upholding professionalism, efficiency, and superior service in every interaction.

Key Responsibilities

• Act as the main contact point for customer inquiries via email, live chat, telephone, and social media channels.
• Address customer questions regarding products, billing, subscriptions, and accounts swiftly and professionally.
• Efficiently handle and resolve customer complaints, maintaining a positive service experience.
• Escalate complex matters to relevant departments as required and follow up to confirm resolution.
• Develop strong customer relationships through personalized interactions and maintain accurate records via CRM tools.
• Monitor customer interactions, manage support tickets, and identify recurrent issues to recommend enhancements.
• Gain in-depth knowledge of company products and services; educate customers on features and best practices.
• Assist with basic technical troubleshooting and guide customers through onboarding and platform navigation, coordinating with technical teams on advanced issues.
• Gather customer feedback to drive improved support processes, contribute to FAQs and help resources, and participate in satisfaction initiatives.
• Maintain confidentiality, document communications thoroughly, meet response and resolution deadlines, and generate reports on common issues and trends.

Qualifications

• Minimum of a high school diploma or equivalent; Associate's or Bachelor's degree is preferred.
• At least two years of experience in customer service, support, or client success roles.
• Outstanding verbal and written communication skills combined with strong interpersonal abilities.
• Capable of multitasking and prioritizing in energetic, fast-moving settings.
• Exceptional problem-solving, conflict resolution, and meticulous attention to detail.
• Self-motivated yet able to work collaboratively with a positive, customer-first mindset.

Preferred Experience and Skills

• Experience in digital marketing, SaaS, or media service support.
• Familiarity with CRM platforms such as HubSpot, Salesforce, Zendesk, or Freshdesk, and live chat software.
• Knowledge of social media platforms and related marketing terms.
• Competence in basic technical troubleshooting and handling subscription or billing inquiries.

Technical and Soft Skills

• Proficiency with CRM software, Microsoft Office, Google Workspace, live chat tools, ticketing systems, email management, and data entry.
• Strong communication, active listening, empathy, patience, critical thinking, problem-solving, time management, organization, adaptability, teamwork, professionalism, and attention to detail.

Performance Indicators

• Measured by customer satisfaction scores, first response and average resolution times, retention, ticket resolution, first contact resolution rates, quality assurance scores, feedback ratings, response accuracy, and productivity metrics.

Benefits

• Attractive salary with performance-based incentives.
• Opportunities for professional growth, ongoing training, and career progression.
• Possibility of flexible working arrangements where applicable.
• Supportive and collaborative workplace atmosphere.
• Paid leave and official holidays.
• Wellness programs for employees.
• The chance to contribute to an innovative digital media firm expanding its footprint.

Diversity and Inclusion

PulseMediaNL is committed to equal employment opportunities, cultivating a diverse and inclusive workplace where every employee is respected, valued, and empowered to succeed.