وظيفة أخصائي دعم العملاء شاغرة لدى PulseMediaNL في الدمام
🏢 PulseMediaNL
وظيفة أخصائي دعم العملاء شاغرة لدى PulseMediaNL في جدة
Customer Support Specialist
🏢 PulseMediaNL
تفاصيل الوظيفة
تعلن شركة PulseMediaNL، وهي شركة رقمية سريعة النمو في مجال الإعلام والتسويق، عن توفر وظيفة أخصائي دعم العملاء (Customer Support Specialist) في مكة وجدة، المملكة العربية السعودية. نحن نبحث عن شخص شغوف وموجه نحو العملاء ليكون نقطة الاتصال الأولى معهم، وضمان تجربة احترافية وفعالة.
المهام والمسؤوليات
- الرد على استفسارات العملاء عبر البريد الإلكتروني والمحادثة المباشرة والهاتف ووسائل التواصل الاجتماعي بسرعة واحترافية.
- حل شكاوى العملاء بكفاءة مع الحفاظ على تجربة إيجابية، وإحالة المشكلات المعقدة إلى الأقسام المختصة.
- متابعة العملاء لضمان حل كامل للمشكلات، وبناء علاقات قوية من خلال الدعم الشخصي.
- تسجيل بيانات العملاء وتحديث تذاكر الدعم باستخدام نظام CRM، مع تتبع التفاعلات.
- تطوير فهم شامل لمنتجات وخدمات الشركة، وتثقيف العملاء حول الميزات وأفضل الممارسات.
- تقديم الدعم الفني الأساسي، ومساعدة المستخدمين في إعداد الحسابات والتوجيه داخل المنصة، والتنسيق مع الفرق الفنية لحل المشكلات المتقدمة.
- جمع ملاحظات العملاء ونقلها إلى الإدارة، والمساهمة في تحسين عمليات الدعم وإعداد محتوى قاعدة المعرفة والأسئلة الشائعة.
- توثيق جميع الاتصالات بدقة، وتحقيق أهداف وقت الاستجابة ووقت الحل، وإعداد تقارير عن المشكلات الشائعة واتجاهات الدعم، والحفاظ على سرية معلومات العملاء.
الشروط والمتطلبات
- شهادة الثانوية العامة أو ما يعادلها (يفضل درجة الزمالة أو البكالوريوس).
- خبرة سنتين أو أكثر في خدمة العملاء أو دعم العملاء أو نجاح العملاء.
- مهارات ممتازة في التواصل الشفهي والكتابي.
- قدرة قوية على بناء العلاقات الشخصية والتواصل مع الآخرين.
- القدرة على تعدد المهام وتحديد الأولويات في بيئة عمل سريعة.
- مهارات استثنائية في حل المشكلات وحل النزاعات.
- اهتمام كبير بالتفاصيل.
- القدرة على العمل بشكل مستقل وتعاوني.
- عقلية تركز على العميل مع موقف إيجابي.
- يفضل خبرة في دعم خدمات التسويق الرقمي أو SaaS أو الإعلام.
- يفضل الإلمام بمنصات CRM مثل HubSpot وSalesforce وZendesk وFreshdesk.
- يفضل خبرة في برامج المحادثة المباشرة.
- يفضل معرفة منصات التواصل الاجتماعي ومصطلحات التسويق الرقمي.
- يفضل مهارات استكشاف الأخطاء التقنية الأساسية.
- يفضل خبرة في التعامل مع استفسارات الفوترة والاشتراكات.
المهارات المطلوبة
- المهارات التقنية: برمجيات CRM، حزمة Microsoft Office، Google Workspace، منصات المحادثة المباشرة، أنظمة التذاكر، استكشاف الأخطاء الأساسي، إدارة البريد الإلكتروني، إدخال البيانات.
- المهارات الشخصية: تواصل ممتاز، استماع نشط، تعاطف، صبر، تفكير نقدي، حل المشكلات، إدارة الوقت، تنظيم، قدرة على التكيف، تعاون جماعي، احترافية، اهتمام بالتفاصيل.
المزايا
- راتب تنافسي.
- مكافآت على أساس الأداء.
- فرص التطوير المهني.
- تدريب مستمر وتقدم وظيفي.
- ترتيبات عمل مرنة (حسب الحالة).
- بيئة عمل تعاونية وداعمة.
- إجازة مدفوعة الأجر وعطلات الشركة.
- مبادرات رفاهية الموظفين.
- فرصة العمل مع شركة إعلامية رقمية مبتكرة ومتنامية.
عرض النص الأصلي للإعلان
About PulseMediaNL
PulseMediaNL is a fast-growing digital media and marketing company dedicated to helping businesses strengthen their online presence through innovative digital solutions, content creation, social media management, branding, and marketing strategies. We pride ourselves on delivering exceptional customer experiences and building lasting relationships with our clients.
We are looking for a passionate, customer-focused, and proactive Customer Support Specialist to join our growing team. The ideal candidate will serve as the first point of contact for customers, ensuring every interaction reflects our commitment to professionalism, efficiency, and outstanding service.
Position Summary
As a Customer Support Specialist, you will be responsible for assisting customers with inquiries, resolving issues, providing product and service information, and ensuring a seamless customer experience across multiple communication channels. You will work closely with internal teams to ensure customer concerns are addressed promptly while identifying opportunities to improve customer satisfaction and retention.
This role requires excellent communication skills, empathy, problem-solving abilities, and a strong commitment to delivering exceptional support.
Key Responsibilities
Customer Support
Technical Skills
The Customer Support Specialist Will Be Evaluated Based On
At PulseMediaNL, we believe exceptional customer experiences drive business success. As a Customer Support Specialist, you'll play a vital role in helping our clients succeed while growing your own career in a dynamic, collaborative, and innovative environment. If you're passionate about helping people, solving problems, and delivering outstanding service, we'd love to hear from you.
PulseMediaNL is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive workplace where all employees are valued, respected, and empowered to succeed.
PulseMediaNL is a fast-growing digital media and marketing company dedicated to helping businesses strengthen their online presence through innovative digital solutions, content creation, social media management, branding, and marketing strategies. We pride ourselves on delivering exceptional customer experiences and building lasting relationships with our clients.
We are looking for a passionate, customer-focused, and proactive Customer Support Specialist to join our growing team. The ideal candidate will serve as the first point of contact for customers, ensuring every interaction reflects our commitment to professionalism, efficiency, and outstanding service.
Position Summary
As a Customer Support Specialist, you will be responsible for assisting customers with inquiries, resolving issues, providing product and service information, and ensuring a seamless customer experience across multiple communication channels. You will work closely with internal teams to ensure customer concerns are addressed promptly while identifying opportunities to improve customer satisfaction and retention.
This role requires excellent communication skills, empathy, problem-solving abilities, and a strong commitment to delivering exceptional support.
Key Responsibilities
Customer Support
- Serve as the primary point of contact for customer inquiries via email, live chat, phone, and social media.
- Respond promptly and professionally to customer questions regarding products, services, subscriptions, billing, and account management.
- Resolve customer complaints efficiently while maintaining a positive customer experience.
- Escalate complex issues to the appropriate departments when necessary.
- Follow up with customers to ensure complete resolution of issues.
- Build and maintain strong relationships with customers through personalized support.
- Maintain detailed and accurate customer records using CRM software.
- Track customer interactions and update support tickets accordingly.
- Identify recurring customer concerns and recommend improvements.
- Develop a comprehensive understanding of PulseMediaNL's products and services.
- Educate customers on available features, best practices, and solutions.
- Stay updated on new product releases, service updates, and company policies.
- Assist customers with basic technical troubleshooting.
- Guide users through account setup, onboarding, and platform navigation.
- Coordinate with technical teams to resolve advanced issues.
- Collect customer feedback and communicate insights to management.
- Identify opportunities to improve support processes.
- Contribute to knowledge base articles, FAQs, and customer help resources.
- Participate in customer satisfaction initiatives.
- Document all customer communications accurately.
- Meet response time and resolution time targets.
- Prepare reports on common customer issues and support trends.
- Maintain confidentiality of customer information.
- High school diploma or equivalent (Associate's or Bachelor's degree preferred).
- 2+ years of experience in customer service, customer support, or client success.
- Excellent verbal and written communication skills.
- Strong interpersonal and relationship-building abilities.
- Ability to multitask and prioritize in a fast-paced environment.
- Exceptional problem-solving and conflict resolution skills.
- Strong attention to detail.
- Ability to work independently and collaboratively.
- Customer-first mindset with a positive attitude.
- Experience supporting digital marketing, SaaS, or media services.
- Familiarity with CRM platforms such as HubSpot, Salesforce, Zendesk, or Freshdesk.
- Experience with live chat software.
- Knowledge of social media platforms and digital marketing terminology.
- Basic technical troubleshooting skills.
- Experience handling billing or subscription inquiries.
Technical Skills
- CRM software
- Microsoft Office Suite
- Google Workspace
- Live Chat Platforms
- Ticketing Systems
- Basic troubleshooting
- Email management
- Data entry
- Excellent communication
- Active listening
- Empathy
- Patience
- Critical thinking
- Problem-solving
- Time management
- Organization
- Adaptability
- Team collaboration
- Professionalism
- Attention to detail
The Customer Support Specialist Will Be Evaluated Based On
- 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
- Competitive salary
- Performance-based bonuses
- Professional development opportunities
- Ongoing training and career advancement
- Flexible work arrangements (where applicable)
- Collaborative and supportive work environment
- Paid time off and company holidays
- Employee wellness initiatives
- Opportunity to work with an innovative and growing digital media company
At PulseMediaNL, we believe exceptional customer experiences drive business success. As a Customer Support Specialist, you'll play a vital role in helping our clients succeed while growing your own career in a dynamic, collaborative, and innovative environment. If you're passionate about helping people, solving problems, and delivering outstanding service, we'd love to hear from you.
PulseMediaNL is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive workplace where all employees are valued, respected, and empowered to succeed.
المصدر: LinkedIn - أُضيفت للموقع في 22 يوليو 2026
