وظيفة أخصائي دعم عملاء (عن بُعد) لدى PulseMediaNL في جدة
🏢 PulseMediaNL
وظيفة أخصائي دعم العملاء (عن بُعد) شاغرة لدى PulseMediaNL في مكة السعودية
Customer Support Specialist (Remote)
🏢 PulseMediaNL
تفاصيل الوظيفة
شركة PulseMediaNL (التي تعمل في المجال الرقمي) تبحث عن Customer Support Specialist (عن بُعد) للعمل من مكة المكرمة، المملكة العربية السعودية، للانضمام إلى فريقها وتقديم دعم احترافي للعملاء عبر القنوات الرقمية.
المهام والمسؤوليات
- الرد على استفسارات العملاء وطلبات الدعم عبر البريد الإلكتروني والدردشة المباشرة وأنظمة التذاكر.
- تقديم معلومات دقيقة حول منتجات PulseMediaNL وخدماتها وسياساتها.
- فهم مخاوف العملاء ومتابعة المشكلات من البداية حتى الحل.
- استكشاف مشكلات العملاء وإصلاحها عبر طرح الأسئلة المناسبة وتقديم إرشادات خطوة بخطوة.
- التعامل مع شكاوى العملاء بهدوء واحترافية مع إظهار التعاطف.
- إبقاء العملاء على اطلاع بتقدم المشكلات غير المحلولة ومتابعتها عند الحاجة.
- رفع المشكلات التقنية أو المتعلقة بالفواتير والحسابات إلى الفريق المختص.
- خلق تجربة إيجابية للعملاء في كل تفاعل، والتواصل بأسلوب ودود ومحترم.
- توثيق تفاعلات العملاء ومشكلاتهم وحلولهم بدقة في نظام CRM أو أنظمة الدعم.
- تنظيم سجلات العملاء وتحديثها باستمرار، وترتيب أولويات طلبات الدعم حسب الإلحاح.
- مراقبة الحالات المفتوحة وضمان المتابعة المناسبة حتى الحل.
- حماية معلومات العملاء واتباع إجراءات الخصوصية والأمان.
- التعاون مع الفرق الداخلية (التشغيل والفني والفواتير والمبيعات) لحل مشكلات العملاء.
- رفع المشكلات المتكررة أو ذات الأثر الكبير للفريق المختص مع توفير السياق المناسب.
- مشاركة ملاحظات العملاء والأسئلة المتكررة مع الإدارة للمساهمة في تحسين العمليات والمنتجات.
- المساعدة في صيانة وتحسين قائمة الأسئلة الشائعة ومقالات مركز المساعدة وقوالب الردود.
الشروط والمتطلبات
- خبرة سابقة في خدمة العملاء أو دعم العملاء أو مكتب المساعدة أو خدمات العملاء أو دور مشابه.
- مهارات ممتازة في التواصل الكتابي والشفوي.
- قدرة قوية على حل المشكلات والتفكير النقدي.
- اتجاه يركز على العميل مع صبر حقيقي وتعاطف.
- اهتمام قوي بالتفاصيل والدقة.
- القدرة على إدارة طلبات عملاء متعددة وترتيب الأولويات بفعالية.
- الراحة في العمل بشكل مستقل في بيئة عن بُعد.
- إلمام جيد بالحاسوب وثقة في تعلم البرامج والأدوات الرقمية الجديدة.
- القدرة على البقاء محترفًا ومتوازنًا عند التعامل مع عملاء صعبين أو محبطين.
- مهارات تنظيمية وإدارة وقت قوية.
- يفضل خبرة في استخدام CRM أو منصة دعم أو نظام تذاكر.
- يفضل خبرة في دعم العملاء في بيئة رقمية أو إعلامية أو تقنية أو تجارة إلكترونية أو SaaS أو خدمات عبر الإنترنت.
- يفضل الإلمام بأفضل ممارسات الدعم عبر البريد الإلكتروني والدردشة المباشرة.
- يفضل خبرة العمل مع فرق عن بُعد أو موزعة.
- مهارات أساسية في استكشاف الأخطاء وإصلاحها من الناحية التقنية.
- يفضل خبرة في استخدام قواعد المعرفة أو الوثائق الداخلية أو تحليلات دعم العملاء.
- مهارات لغوية إضافية ميزة (خاصة بما يتناسب مع قاعدة عملاء PulseMediaNL).
المهارات المطلوبة
- التعاطف: فهم مخاوف العملاء والرد بصبر واحترام.
- التواصل: شرح المعلومات بوضوح دون مصطلحات غير ضرورية.
- حل المشكلات: النظر إلى ما وراء السؤال المباشر لتحديد حلول عملية.
- المسؤولية: تحمل مسؤولية مشكلات العملاء والمتابعة حتى النهاية.
- الاهتمام بالتفاصيل: تسجيل المعلومات بدقة وتجنب الأخطاء التي يمكن منعها.
- القدرة على التكيف: تعلم المنتجات والأنظمة والإجراءات الجديدة بسرعة.
- إدارة الوقت: القدرة على التعامل مع محادثات متعددة وأولويات متنافسة بفعالية.
- العمل الجماعي: التعاون الجيد مع الزملاء مع الراحة في العمل المستقل.
- المرونة: الحفاظ على موقف إيجابي ومحترف في المواقف الصعبة.
- الثقة الرقمية: الراحة في العمل مع الأدوات والمنصات والأنظمة عبر الإنترنت.
الأنشطة اليومية النموذجية
قد يتضمن يومك في هذا الدور: مراجعة وترتيب أولويات تذاكر الدعم الواردة، الرد على رسائل البريد الإلكتروني ومحادثات الدردشة المباشرة، التحقق من أسئلة متعلقة بالحسابات أو الخدمات، استكشاف مشكلات العملاء الشائعة وإصلاحها، متابعة المشكلات المبلغ عنها سابقًا، التنسيق مع الفرق الداخلية بشأن الحالات المرفوعة، تحديث سجلات العملاء وتذاكر الدعم، تحديد الأسئلة أو المشكلات المتكررة من العملاء، المساهمة في تحسين وثائق الدعم والعمليات، المشاركة في اجتماعات الفريق عن بُعد وجلسات التدريب ومراجعات الأداء.
معايير الأداء المتوقعة
سيتم تقييم النجاح في هذا الدور من خلال مجموعة من مقاييس تجربة العميل والجودة والإنتاجية والتشغيل، وقد تشمل: رضا العملاء وملاحظاتهم، أوقات الرد والحل، جودة ودقة تفاعلات العملاء، حل المشكلة من أول اتصال حيثما أمكن، إدارة التذاكر والمتابعة، الالتزام بسياسات ومعايير الدعم.
عرض النص الأصلي للإعلان
About PulseMediaNL
PulseMediaNL is a growing digital-focused company committed to delivering reliable, engaging, and customer-centered experiences. As our customer base continues to grow, we are looking for a Customer Support Specialist who can serve as a trusted point of contact for customers, resolve issues efficiently, and help ensure every interaction with PulseMediaNL is professional, helpful, and positive.
This is a fully remote opportunity suited to a customer-focused professional who enjoys solving problems, communicating with people, and working independently in a fast-paced digital environment.
Position Overview
As a Customer Support Specialist, you will be responsible for assisting customers throughout their experience with PulseMediaNL. You will respond to questions and support requests, troubleshoot common issues, explain products and services clearly, and escalate more complex cases when necessary.
The ideal candidate is patient, empathetic, detail-oriented, and comfortable communicating through digital channels such as email, live chat, and support platforms. You should be able to manage multiple conversations while maintaining a high standard of accuracy, professionalism, and customer care.
You will also play an important role in identifying recurring customer issues and sharing feedback with internal teams to help improve our products, processes, and overall customer experience.
Key Responsibilities
Customer Support
Required Qualifications
The Successful Candidate Will Demonstrate
In This Role, Your Day May Include
Role
Success in this role will be evaluated through a combination of customer experience, quality, productivity, and operational measures, which may include:
Because This Is a Remote Position, Candidates Should Have
Why Join PulseMediaNL?
At PulseMediaNL, customer support is more than simply answering questions. Every interaction is an opportunity to build trust, solve a problem, and create a better experience.
As a Customer Support Specialist, you will have a direct impact on how customers experience our company. If you enjoy helping people, solving problems, learning new things, and working as part of a modern remote team, this could be an excellent opportunity for you.
How to Apply
If you are enthusiastic about customer service and believe you have the communication, problem-solving, and organizational skills needed for this role, we would love to hear from you.
Please submit your CV/resume along with a brief introduction explaining your customer-support experience and why you would be a strong fit for the Customer Support Specialist (Remote) position at PulseMediaNL.
PulseMediaNL is an equal-opportunity employer committed to creating a professional, respectful, and inclusive working environment.
PulseMediaNL is a growing digital-focused company committed to delivering reliable, engaging, and customer-centered experiences. As our customer base continues to grow, we are looking for a Customer Support Specialist who can serve as a trusted point of contact for customers, resolve issues efficiently, and help ensure every interaction with PulseMediaNL is professional, helpful, and positive.
This is a fully remote opportunity suited to a customer-focused professional who enjoys solving problems, communicating with people, and working independently in a fast-paced digital environment.
Position Overview
As a Customer Support Specialist, you will be responsible for assisting customers throughout their experience with PulseMediaNL. You will respond to questions and support requests, troubleshoot common issues, explain products and services clearly, and escalate more complex cases when necessary.
The ideal candidate is patient, empathetic, detail-oriented, and comfortable communicating through digital channels such as email, live chat, and support platforms. You should be able to manage multiple conversations while maintaining a high standard of accuracy, professionalism, and customer care.
You will also play an important role in identifying recurring customer issues and sharing feedback with internal teams to help improve our products, processes, and overall customer experience.
Key Responsibilities
Customer Support
- Respond promptly and professionally to customer questions and support requests through email, live chat, ticketing systems, and other approved communication channels.
- Provide accurate information about PulseMediaNL's products, services, policies, processes, and account-related matters.
- Understand customer concerns and take ownership of issues from initial contact through resolution whenever possible.
- Troubleshoot customer problems by asking appropriate questions, investigating available information, and providing clear step-by-step guidance.
- Handle customer complaints calmly and professionally, demonstrating empathy while working toward practical solutions.
- Keep customers informed about the progress of unresolved issues and follow up when required.
- Escalate technical, billing, account, or other complex issues to the appropriate internal team.
- Create a consistently positive customer experience across every interaction.
- Communicate in a friendly, respectful, concise, and professional manner.
- Adapt communication style to different customer needs, situations, and levels of technical knowledge.
- Identify opportunities to go beyond basic issue resolution and provide helpful guidance that improves the customer's overall experience.
- Maintain a customer-first mindset while following company policies and procedures.
- Accurately document customer interactions, issues, resolutions, and relevant account information in the company's support or CRM systems.
- Maintain organized and up-to-date customer records.
- Prioritize support requests based on urgency, customer impact, and established service-level expectations.
- Monitor open cases and ensure appropriate follow-up until resolution.
- Protect customer information and follow all applicable privacy, security, and data-handling procedures.
- Work closely with operations, technical, billing, sales, and other internal teams to resolve customer issues.
- Escalate recurring or high-impact problems and provide clear context to the relevant team.
- Share customer feedback, recurring questions, and common pain points with management.
- Contribute ideas that can improve support processes, documentation, and customer satisfaction.
- Help maintain and improve FAQs, help-center articles, response templates, and internal support documentation.
Required Qualifications
- Previous experience in customer service, customer support, help desk, client services, or a similar role.
- Excellent written and verbal communication skills.
- Strong problem-solving and critical-thinking abilities.
- A customer-focused attitude with genuine patience and empathy.
- Strong attention to detail and accuracy.
- Ability to manage multiple customer requests and prioritize effectively.
- Comfortable working independently in a remote environment.
- Good computer literacy and confidence learning new software and digital tools.
- Ability to remain professional and composed when handling difficult or frustrated customers.
- Strong organizational and time-management skills.
- Experience working with a CRM, help-desk, or customer-support ticketing platform.
- Experience supporting customers in a digital, media, technology, e-commerce, SaaS, or online-services environment.
- Familiarity with live-chat and email support best practices.
- Experience working with remote or distributed teams.
- Basic technical troubleshooting skills.
- Experience using knowledge bases, internal documentation, or customer-support analytics.
- Additional language skills are an advantage, particularly where relevant to PulseMediaNL's customer base.
The Successful Candidate Will Demonstrate
- Empathy: Understands customer concerns and responds with patience and respect.
- Communication: Explains information clearly without unnecessary jargon.
- Problem-solving: Looks beyond the immediate question to identify practical solutions.
- Ownership: Takes responsibility for customer issues and follows through.
- Attention to detail: Records information accurately and avoids preventable errors.
- Adaptability: Learns new products, systems, and procedures quickly.
- Time management: Can handle multiple conversations and competing priorities effectively.
- Teamwork: Collaborates well with colleagues while also being comfortable working independently.
- Resilience: Maintains a positive and professional attitude in challenging situations.
- Digital confidence: Comfortable working with online tools, platforms, and communication systems.
In This Role, Your Day May Include
- Reviewing and prioritizing incoming support tickets.
- Responding to customer emails and live-chat conversations.
- Investigating account or service-related questions.
- Troubleshooting common customer issues.
- Following up on previously reported problems.
- Coordinating with internal teams on escalated cases.
- Updating customer records and support tickets.
- Identifying recurring customer questions or problems.
- Contributing to improvements in support documentation and processes.
- Participating in remote team meetings, training sessions, and performance reviews.
Role
Success in this role will be evaluated through a combination of customer experience, quality, productivity, and operational measures, which may include:
- Customer satisfaction and feedback.
- Response and resolution times.
- Quality and accuracy of customer interactions.
- First-contact resolution where appropriate.
- Ticket management and follow-up.
- Adherence to support procedures and service-level expectations.
- Accuracy of documentation.
- Contribution to process and customer-experience improvements.
- Effective collaboration with internal teams.
Because This Is a Remote Position, Candidates Should Have
- A reliable internet connection.
- A suitable, professional workspace.
- A computer and equipment capable of supporting day-to-day customer support activities.
- The ability to maintain consistent working hours and availability according to the agreed schedule.
- Strong self-management and the ability to work productively without constant supervision.
- Clear and reliable communication with colleagues and managers.
- A willingness to participate in virtual meetings, training, and team activities.
- Fully remote working environment.
- A collaborative and supportive team culture.
- Opportunities to develop customer service, communication, and digital-support skills.
- Training and onboarding to help you understand our products, systems, and processes.
- Opportunities for professional growth as the company develops.
- A role where your customer feedback and ideas can directly contribute to business improvements.
- A dynamic environment with opportunities to take on additional responsibilities over time.
Why Join PulseMediaNL?
At PulseMediaNL, customer support is more than simply answering questions. Every interaction is an opportunity to build trust, solve a problem, and create a better experience.
As a Customer Support Specialist, you will have a direct impact on how customers experience our company. If you enjoy helping people, solving problems, learning new things, and working as part of a modern remote team, this could be an excellent opportunity for you.
How to Apply
If you are enthusiastic about customer service and believe you have the communication, problem-solving, and organizational skills needed for this role, we would love to hear from you.
Please submit your CV/resume along with a brief introduction explaining your customer-support experience and why you would be a strong fit for the Customer Support Specialist (Remote) position at PulseMediaNL.
PulseMediaNL is an equal-opportunity employer committed to creating a professional, respectful, and inclusive working environment.
المصدر: LinkedIn - أُضيفت للموقع في 18 أغسطس 2026