تفاصيل الوظيفة
تعلن شركة PULSE MENA عن توفر وظيفة أخصائي خدمة عملاء (عن بُعد) في الرياض، السعودية. يهدف هذا الدور إلى تقديم دعم احترافي وودود للعملاء عبر قنوات متعددة مع ضمان تجربة إيجابية وحل فعّال للاستفسارات والمشكلات.
المهام والمسؤوليات
- الرد السريع والمهني على استفسارات العملاء عبر البريد الإلكتروني والهاتف والدردشة المباشرة والقنوات الرقمية الأخرى.
- تقديم معلومات دقيقة حول المنتجات والخدمات والحسابات والطلبات والسياسات والإجراءات.
- الاستماع إلى مخاوف العملاء وتحديد الحلول المناسبة، وحل الشكاوى والمشكلات الروتينية بكفاءة.
- تصعيد الحالات المعقدة أو الحساسة إلى القسم المختص أو المشرف، ومتابعة العملاء عند الحاجة للتأكد من حل المشكلات.
- مساعدة العملاء في استفسارات الحسابات والحلول الأساسية، وتوجيههم خلال العمليات والخدمات عبر الإنترنت والنماذج.
- مراقبة صناديق البريد المخصصة لخدمة العملاء والرد على الاستفسارات الواردة، وإدارة محادثات متعددة في الدردشة المباشرة مع الحفاظ على الدقة والاحترافية.
- إعداد ردود مكتوبة واضحة وموجزة ومفيدة، واستخدام القوالب المعتمدة عند الاقتضاء مع تخصيص الردود وفقاً لحالة العميل.
- توثيق تفاعلات العملاء بدقة في أنظمة CRM وإدارة العملاء، وإنشاء وتحديث ملفات العملاء ومعلومات الحسابات، وتسجيل الشكاوى والطلبات والحلول وإجراءات المتابعة.
- التحقق من معلومات العميل قبل إجراء التعديلات المصرّح بها على الحسابات، والحفاظ على سجلات خدمة كاملة ودقيقة، وحماية خصوصية العملاء.
- تقديم دعم للطلبات حسب متطلبات العمل، مثل الإجابة عن أسئلة الطلبات، وتقديم معلومات عن حالة الطلب والتوصيل، ومعالجة الإلغاءات والمرتجعات والتبادلات المصرّح بها.
- مساعدة العملاء في فهم معلومات الفواتير والفواتير، وتحديث معلومات الاتصال أو الحسابات، والتنسيق مع فرق العمليات والمبيعات والفوترة والتنفيذ لحل مشكلات العملاء.
- اتباع الإجراءات المحددة للمبالغ المستردة والائتمانات وتعديلات الحسابات.
الشروط والمتطلبات
- شهادة الثانوية العامة أو ما يعادلها ضرورية؛ ويُعتبر التعليم الإضافي أو التدريب في خدمة العملاء ميزة.
- خبرة سابقة في خدمة العملاء، أو دعم مراكز الاتصال، أو البيع بالتجزئة، أو الإدارة، أو الضيافة، أو دعم المبيعات، أو مجال ذي صلة (مفضلة).
- مهارات ممتازة في التواصل الكتابي والشفوي، وقدرات قوية في التعامل مع الآخرين والاستماع النشط.
- مهارات جيدة في استخدام الكمبيوتر والإنترنت، والقدرة على استخدام البريد الإلكتروني والتطبيقات المستندة إلى الويب وأنظمة إدارة العملاء.
- اهتمام كبير بالتفاصيل ودقة في إدخال البيانات، والقدرة على البقاء مهنياً ومهذباً أثناء التعامل مع الشكاوى.
- مهارات قوية في حل المشكلات واتخاذ القرارات، والقدرة على إدارة طلبات العملاء المتعددة وتحديد الأولويات.
- القدرة على اتباع السياسات والإجراءات المقررة، والعمل بشكل مستقل في بيئة عن بُعد.
- متطلبات العمل عن بُعد: اتصال إنترنت عالي السرعة وموثوق، جهاز كمبيوتر مناسب للعمل في خدمة العملاء عن بُعد، مساحة عمل مهنية وهادئة نسبياً، القدرة على المشاركة في الاجتماعات الهاتفية والمرئية، إمكانية الوصول الموثوق لأنظمة الاتصال بالشركة خلال ساعات العمل، القدرة على الحفاظ على سرية العملاء أثناء العمل عن بُعد، واستخدام سماعة رأس أو معدات اتصال أخرى عند الطلب (قد توفر الشركة معدات إضافية حسب السياسة).
المهارات المطلوبة
- خبرة في أنظمة CRM وبرمجيات دعم العملاء، ومنصات الدردشة المباشرة، وأنظمة تذاكر البريد الإلكتروني.
- إجادة استخدام Microsoft Office وGoogle Workspace، وأنظمة إدارة الطلبات.
- خبرة في دعم عملاء التجارة الإلكترونية، وبيئات مراكز الاتصال، والحلول التقنية الأساسية.
- القدرة على حل شكاوى العملاء، واستخدام منصات التعاون عن بُعد مثل Microsoft Teams أو Zoom أو Slack.
- كفاءات أساسية: التواصل الواضح والمهني، التركيز على العميل، حل المشكلات، الصبر، الانتباه للتفاصيل، إدارة الوقت، القدرة على التكيف، العمل الجماعي، والحفاظ على السرية.
عرض النص الأصلي للإعلان
Job Overview
We are seeking a professional, friendly, and dependable Customer Service Specialist to join our team in a fully remote capacity. The successful candidate will serve as an important point of contact for customers, providing timely assistance, resolving questions and concerns, maintaining accurate customer records, and ensuring every interaction reflects a high standard of service.
The ideal candidate is an excellent communicator who is patient, organized, solution-focused, and comfortable assisting customers through email, phone, live chat, and other digital communication channels. You should be able to work independently, manage multiple customer requests, and remain professional when handling challenging situations.
Key Responsibilities
Customer Support
Depending On Business Requirements, Responsibilities May Include
Experience with the following is beneficial:
Key Competencies
Communication: Communicates clearly, professionally, and respectfully with customers and colleagues.
Customer Focus: Demonstrates a genuine commitment to understanding customer needs and providing effective assistance.
Problem Solving: Evaluates customer concerns and identifies practical solutions within company guidelines.
Patience: Maintains professionalism when working with frustrated, confused, or dissatisfied customers.
Attention to Detail: Accurately records customer information and follows procedures carefully.
Time Management: Prioritizes inquiries effectively and maintains appropriate response times.
Adaptability: Learns new products, software, policies, and processes quickly.
Teamwork: Collaborates with other departments to resolve customer concerns.
Confidentiality: Handles customer and company information responsibly and securely.
Typical Daily Activities
A typical workday may include reviewing incoming customer inquiries, answering emails, responding to live chats, handling telephone calls, updating customer accounts, investigating service issues, documenting conversations, following up on unresolved cases, and communicating with internal departments.
The Customer Service Specialist may also participate in virtual team meetings, complete training activities, review updates to company policies or products, and provide feedback about recurring customer concerns.
Remote Work Requirements
Candidates Should Have
Performance Expectations
Performance May Be Evaluated Based On
Working Hours
This is a remote position. Working hours may vary depending on business requirements and customer-support coverage.
Candidates May Be Required To Work
What We Offer
We are committed to providing an inclusive and professional workplace. Employment decisions are based on qualifications, skills, experience, performance, and legitimate business requirements. Qualified applicants will receive consideration in accordance with applicable employment laws.
How to Apply
Interested candidates should submit an updated resume/CV highlighting relevant experience in customer service, call center support, administration, retail, hospitality, e-commerce, or other customer-facing roles.
We are seeking a professional, friendly, and dependable Customer Service Specialist to join our team in a fully remote capacity. The successful candidate will serve as an important point of contact for customers, providing timely assistance, resolving questions and concerns, maintaining accurate customer records, and ensuring every interaction reflects a high standard of service.
The ideal candidate is an excellent communicator who is patient, organized, solution-focused, and comfortable assisting customers through email, phone, live chat, and other digital communication channels. You should be able to work independently, manage multiple customer requests, and remain professional when handling challenging situations.
Key Responsibilities
Customer Support
- Respond promptly and professionally to customer questions through email, telephone, live chat, and other approved communication channels.
- Provide accurate information regarding products, services, accounts, orders, company policies, and procedures.
- Listen carefully to customer concerns and identify appropriate solutions.
- Resolve routine customer complaints and service issues efficiently.
- Escalate complex or sensitive cases to the appropriate department or supervisor.
- Follow up with customers when necessary to ensure issues have been successfully resolved.
- Maintain a friendly, respectful, and professional approach during every customer interaction.
- Assist customers with account-related questions and basic troubleshooting.
- Guide customers through company processes, online services, forms, or account procedures.
- Help create a positive customer experience that encourages satisfaction and long-term loyalty.
- Monitor customer service inboxes and respond to incoming inquiries.
- Manage multiple live-chat conversations while maintaining accuracy and professionalism.
- Draft clear, concise, and helpful written responses.
- Use approved templates when appropriate while personalizing responses to the customer's situation.
- Maintain appropriate response times according to company service standards.
- Route requests to other departments when specialized assistance is required.
- Accurately document customer interactions in CRM or customer-management systems.
- Create and update customer profiles and account information.
- Record complaints, requests, resolutions, and follow-up actions.
- Verify customer information before making authorized account changes.
- Maintain complete and accurate service records.
- Identify incorrect or incomplete customer information and update records when appropriate.
- Protect customer information and maintain confidentiality at all times.
Depending On Business Requirements, Responsibilities May Include
- Assisting customers with order questions.
- Providing order and delivery status information.
- Processing authorized cancellations, returns, or exchanges.
- Helping customers understand billing or invoice information.
- Updating customer contact or account information.
- Coordinating with operations, sales, billing, or fulfillment teams to resolve customer concerns.
- Following established procedures for refunds, credits, or account adjustments.
- High school diploma or equivalent required; additional education or customer service training is an advantage.
- Previous experience in customer service, call center support, retail, administration, hospitality, sales support, or a related position is preferred.
- Excellent written and verbal communication skills.
- Strong interpersonal and active-listening abilities.
- Good computer and internet skills.
- Comfortable using email, web-based applications, and customer-management systems.
- Strong attention to detail and accurate data-entry skills.
- Ability to remain professional and courteous when handling complaints.
- Strong problem-solving and decision-making abilities.
- Ability to manage multiple customer requests and priorities.
- Ability to follow established policies and procedures.
- Comfortable working independently in a remote environment.
Experience with the following is beneficial:
- CRM and customer-support software.
- Live-chat platforms.
- Email ticketing systems.
- Microsoft Office.
- Google Workspace.
- Order-management systems.
- E-commerce customer support.
- Call center or contact center environments.
- Basic technical troubleshooting.
- Customer complaint resolution.
- Remote collaboration platforms such as Microsoft Teams, Zoom, or Slack.
Key Competencies
Communication: Communicates clearly, professionally, and respectfully with customers and colleagues.
Customer Focus: Demonstrates a genuine commitment to understanding customer needs and providing effective assistance.
Problem Solving: Evaluates customer concerns and identifies practical solutions within company guidelines.
Patience: Maintains professionalism when working with frustrated, confused, or dissatisfied customers.
Attention to Detail: Accurately records customer information and follows procedures carefully.
Time Management: Prioritizes inquiries effectively and maintains appropriate response times.
Adaptability: Learns new products, software, policies, and processes quickly.
Teamwork: Collaborates with other departments to resolve customer concerns.
Confidentiality: Handles customer and company information responsibly and securely.
Typical Daily Activities
A typical workday may include reviewing incoming customer inquiries, answering emails, responding to live chats, handling telephone calls, updating customer accounts, investigating service issues, documenting conversations, following up on unresolved cases, and communicating with internal departments.
The Customer Service Specialist may also participate in virtual team meetings, complete training activities, review updates to company policies or products, and provide feedback about recurring customer concerns.
Remote Work Requirements
Candidates Should Have
- Reliable high-speed internet access.
- A dependable computer suitable for remote customer service work.
- A professional and reasonably quiet workspace.
- Ability to participate in telephone and video meetings.
- Reliable access to company communication systems during scheduled working hours.
- Ability to maintain customer confidentiality while working remotely.
- A headset or other communication equipment where required.
Performance Expectations
Performance May Be Evaluated Based On
- Customer satisfaction.
- Quality and accuracy of customer interactions.
- Response and resolution times.
- Number of inquiries successfully handled.
- First-contact resolution where applicable.
- Attendance and schedule adherence.
- Accuracy of customer records.
- Compliance with company policies and procedures.
- Professional communication.
- Effective escalation of complex customer issues.
Working Hours
This is a remote position. Working hours may vary depending on business requirements and customer-support coverage.
Candidates May Be Required To Work
- Full-time or part-time schedules.
- Day or evening shifts.
- Weekends or holidays where applicable.
- Specific time-zone coverage depending on customer locations.
What We Offer
- Competitive compensation.
- Remote working opportunity.
- Comprehensive training and onboarding.
- Supportive and collaborative team environment.
- Opportunities for professional development.
- Potential for career advancement into senior customer service, quality assurance, team leadership, operations, or account-management positions.
- Paid time off and company holidays where applicable.
- Health and other employee benefits for eligible positions.
- Performance recognition and development opportunities.
We are committed to providing an inclusive and professional workplace. Employment decisions are based on qualifications, skills, experience, performance, and legitimate business requirements. Qualified applicants will receive consideration in accordance with applicable employment laws.
How to Apply
Interested candidates should submit an updated resume/CV highlighting relevant experience in customer service, call center support, administration, retail, hospitality, e-commerce, or other customer-facing roles.
المصدر: LinkedIn - أُضيفت للموقع في 25 أغسطس 2026