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About PulseMediaNL

PulseMediaNL is a rapidly expanding firm specializing in digital media and marketing, committed to enhancing businesses' online visibility through inventive digital solutions, content generation, social media management, branding, and marketing tactics. Our focus is on delivering superior customer experiences and fostering long-lasting client relationships.

Role Overview

We seek a dedicated, customer-oriented, and proactive Customer Support Specialist to join our expanding team. This position acts as the initial contact point for customers, ensuring every interaction embodies professionalism, efficiency, and excellence in service.

Key Duties

Respond to customer inquiries via email, live chat, phone, and social media promptly and professionally.
Address questions regarding products, services, subscriptions, billing, and accounts efficiently.
Resolve complaints while maintaining positive customer experiences.
Escalate complex issues appropriately and follow up to ensure resolution.
Build and sustain personalized customer relationships.
Accurately document interactions using CRM tools and update support tickets.
Analyze recurring issues to suggest improvements.
Gain in-depth knowledge of company products and services, including updates and policies.
Assist with basic technical troubleshooting and guide customers through onboarding and platform navigation.
Coordinate with technical teams for advanced problem resolution.
Collect customer feedback and suggest enhancements to support processes.
Contribute to developing knowledge base materials and participate in customer satisfaction initiatives.
Maintain precise records of all communications, meet response and resolution targets, produce reports on common issues, and safeguard customer confidentiality.

Qualifications

Minimum high school education; associate or bachelor's degree preferred.
At least two years of experience in customer service, support, or client success roles.
Strong written and spoken communication skills.
Excellent interpersonal aptitude for relationship-building.
Capability to multitask and prioritize in a dynamic setting.
Effective problem-solving and conflict resolution abilities.
Meticulous attention to detail.
Ability to work independently as well as collaboratively.
Positive, customer-centric attitude.

Preferred Attributes

Background in digital marketing, SaaS, or media support preferred.
Familiarity with CRM systems like HubSpot, Salesforce, Zendesk, or Freshdesk.
Experience with live chat software and social media platforms.
Basic technical troubleshooting and experience handling billing or subscription issues.

Technical and Soft Skills

Competence in CRM software, Microsoft Office, Google Workspace, live chat platforms, ticketing systems, and email management.
Data entry proficiency.
Excellent communication, active listening, empathy, patience, critical thinking, problem-solving, 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 Metrics

Benefits

Competitive pay with performance bonuses.
Opportunities for professional growth and ongoing training.
Flexible work options where applicable.
Supportive team environment with paid leave and company holidays.
Wellness programs and a chance to work at an innovative digital media company.

Workplace Culture

PulseMediaNL values diversity and inclusivity, promoting a respectful and empowering workplace where every employee can thrive. Join us to build your career while contributing to excellent customer service and business success.

Customer Support Specialist

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