وظيفة ممثل خدمة عملاء (عن بعد) شاغرة لدى PULSE MENA في تبوك
Customer Service Representative (Remote)
تفاصيل الوظيفة
انضم إلى فريق دعم العملاء عن بُعد في شركة PULSE MENA كموظف خدمة عملاء (عن بُعد) في تبوك، السعودية. في هذا الدور، ستكون نقطة الاتصال الرئيسية للعملاء، حيث تساعدهم في حل الاستفسارات ومعالجة المخاوف وتقديم تجربة إيجابية باستخدام قنوات متعددة.
المهام والمسؤوليات
- الرد على استفسارات العملاء بسرعة واحترافية عبر الهاتف والبريد الإلكتروني والدردشة المباشرة والقنوات الأخرى.
- تقديم معلومات دقيقة حول المنتجات والخدمات والسياسات والطلبات والحسابات والفواتير وإجراءات الشركة.
- الاستماع باهتمام للعملاء وفهم احتياجاتهم وتقديم الحلول المناسبة.
- استكشاف مشكلات العملاء وإرشادهم خطوة بخطوة عند الحاجة.
- حل الشكاوى والمواقف الصعبة بصبر وتعاطف واحترافية.
- رفع المشكلات المعقدة أو الحساسة أو غير المحلولة إلى القسم المختص أو المشرف.
- متابعة العملاء عند الحاجة إلى معلومات أو إجراءات إضافية.
- ضمان حصول العملاء على إجابات واضحة وكاملة لاستفساراتهم.
- بناء علاقات إيجابية مع العملاء من خلال تفاعلات مفيدة ومحترمة ومخصصة.
- الحفاظ على نهج يركز على العميل في كل تفاعل.
- إظهار التعاطف والتفهم عند التعامل مع العملاء المحبطين أو غير الراضين.
- تحديد فرص تحسين تجربة العملاء وإبلاغ المشرفين بالمشكلات المتكررة.
- مساعدة العملاء على فهم سياسات وإجراءات الشركة مع الحفاظ على نبرة إيجابية.
- السعي لحل مشكلات العملاء بكفاءة وفعالية خلال التفاعل الأولي قدر الإمكان.
- توثيق تفاعلات العملاء وطلباتهم وشكاواهم وحلولهم بدقة في نظام CRM أو نظام دعم العملاء.
- تحديث معلومات وحسابات العملاء حسب الحاجة.
- معالجة الطلبات والإرجاع والاسترداد والإلغاء والمدفوعات وطلبات الخدمة وفق سياسات الشركة.
- الحفاظ على سجلات دقيقة ومفصلة لاتصالات العملاء.
- مراقبة تذاكر الدعم وضمان معالجة الطلبات ضمن أوقات الاستجابة المحددة.
- استخدام قواعد المعرفة الداخلية وأدوات الدعم وموارد الشركة لإيجاد إجابات دقيقة.
- التعاون مع أقسام المبيعات والفواتير والدعم الفني والعمليات وغيرها لحل مشكلات العملاء.
- حماية معلومات العملاء واتباع جميع إجراءات الخصوصية والأمان والسرية.
- الحفاظ على اتصال إنترنت موثوق ومساحة عمل مناسبة للتفاعلات المهنية.
- التواجد والاستجابة خلال ساعات العمل المقررة.
- حضور الاجتماعات الافتراضية للفريق وجلسات التدريب والتوجيه.
- التواصل بفعالية مع المديرين وأعضاء الفريق عبر البريد الإلكتروني ومنصات المراسلة ومؤتمرات الفيديو.
- إدارة عبء العمل والأولويات بشكل مستقل مع الالتزام بالمواعيد النهائية ومستويات الخدمة المحددة.
- إظهار الانضباط الذاتي والمساءلة ومهارات إدارة الوقت.
الشروط والمتطلبات
- شهادة الثانوية العامة أو ما يعادلها؛ التعليم الإضافي أو التدريب ذو الصلة ميزة إضافية.
- خبرة سابقة في خدمة العملاء أو مركز الاتصال أو التجزئة أو الضيافة أو الإدارة أو دعم المبيعات أو مجال ذي صلة (مفضلة).
- مهارات ممتازة في التواصل الشفهي والكتابي.
- قدرات قوية في الاستماع النشط وحل المشكلات.
- الراحة في التواصل مع عملاء من خلفيات متنوعة.
- اهتمام قوي بالتفاصيل ومهارات تنظيمية.
- القدرة على البقاء محترفًا ومتماسكًا عند التعامل مع عملاء صعبين أو مواقف عالية الضغط.
- القدرة على تعلم منتجات وخدمات وأنظمة وإجراءات جديدة بسرعة.
- إلمام أساسي بالحاسب الآلي واستخدام البريد الإلكتروني وتطبيقات الويب وأنظمة CRM وبرامج المكتب.
- القدرة على العمل بشكل مستقل في بيئة عن بُعد.
- الالتزام بالمواعيد والالتزام بساعات العمل المقررة.
- خبرة من 1 إلى 3 سنوات في خدمة العملاء أو دور ذي صلة (مفضلة).
- خبرة في العمل في بيئة دعم عملاء عن بُعد أو هجينة (مفضلة).
- خبرة في استخدام منصات CRM أو help-desk أو التذاكر أو الدردشة المباشرة (مفضلة).
- خبرة في التعامل مع كميات كبيرة من استفسارات العملاء (مفضلة).
- الإلمام بمقاييس خدمة العملاء مثل وقت الاستجابة ووقت الحل ورضا العملاء (CSAT) وحل الاتصال الأول (مفضلة).
- خبرة في دعم العملاء عبر الهاتف والبريد الإلكتروني والدردشة المباشرة (مفضلة).
- مهارات متعددة اللغات أو ثنائية اللغة تعتبر ميزة اعتمادًا على قاعدة عملاء الشركة (مفضلة).
المهارات المطلوبة
- التواصل: إيصال المعلومات بوضوح واحترافية للعملاء والزملاء عبر القنوات الكتابية والشفهية.
- التعاطف: فهم مخاوف العملاء والرد بصبر وتفهم ورغبة حقيقية في المساعدة.
- حل المشكلات: تحليل مشكلات العملاء وتحديد الحلول العملية ومعرفة متى يتم رفع الأمر.
- الصبر والاحترافية: البقاء هادئًا ومحترمًا وموجهًا نحو الحل، خاصة عند التعامل مع عملاء محبطين.
- الاهتمام بالتفاصيل: تسجيل معلومات العملاء بدقة واتباع الإجراءات وتجنب الأخطاء عند معالجة الطلبات.
- إدارة الوقت: تحديد أولويات طلبات العملاء المتعددة بكفاءة مع تحقيق أهداف الاستجابة والحل.
- القدرة على التكيف: تعلم المنتجات والأنظمة والسياسات والعمليات الجديدة بسرعة مع تطور الأعمال.
- العمل الجماعي: العمل بفعالية مع الزملاء عن بُعد والأقسام الأخرى لتقديم تجارب عملاء متسقة.
- المساءلة: تحمل مسؤولية مشكلات العملاء ومتابعتها حتى يتم حلها أو تحويلها بشكل مناسب.
- المهارات التقنية: التنقل بسهولة بين تطبيقات البرامج المتعددة وأدوات الاتصال الرقمية أثناء مساعدة العملاء.
عرض النص الأصلي للإعلان
About The Role
We are seeking a highly motivated, professional, and customer-focused Customer Service Representative to join our remote customer support team. In this role, you will serve as a primary point of contact for customers, helping them resolve questions, address concerns, navigate our products or services, and have a positive overall experience with the company.
The ideal candidate is an excellent communicator who enjoys helping people, remains calm under pressure, and can efficiently manage multiple customer inquiries while maintaining a friendly and professional approach.
As a remote team member, you will be expected to work independently, manage your time effectively, communicate consistently with colleagues, and maintain a high standard of customer service without direct supervision.
Key Responsibilities
Customer Support
Communication: Clearly and professionally communicate information to customers and colleagues through written and verbal channels.
Empathy: Understand customers' concerns and respond with patience, understanding, and genuine willingness to help.
Problem Solving: Analyze customer issues, identify practical solutions, and know when to escalate matters.
Patience Professionalism: Remain calm, respectful, and solution-oriented, particularly when dealing with frustrated customers.
Attention to Detail: Accurately record customer information, follow procedures, and avoid errors when processing requests.
Time Management: Efficiently prioritize multiple customer requests while meeting response and resolution targets.
Adaptability: Quickly learn new products, systems, policies, and processes as the business evolves.
Teamwork: Work effectively with remote colleagues and other departments to deliver consistent customer experiences.
Accountability: Take ownership of customer issues and follow through until they are resolved or appropriately transferred.
Technology Skills: Comfortably navigate multiple software applications and digital communication tools while assisting customers.
Performance Expectations
Success in this position may be measured using a combination of customer service and operational performance indicators, including:
This is a fully remote position. The successful candidate should be comfortable working independently while remaining an active and engaged member of a distributed team.
The role may involve extended periods of computer use and frequent communication with customers through telephone, email, chat, or video-based systems. Depending on business requirements, employees may occasionally be required to work evenings, weekends, holidays, or rotating shifts.
What We Offer
Depending On The Company's Benefits Structure, Employees May Receive
The ideal candidate is someone who genuinely enjoys helping others and takes pride in providing excellent customer experiences. You are dependable, patient, organized, and comfortable handling a variety of customer situations.
You don't necessarily need to know everything on your first day. What matters most is your willingness to learn, your ability to communicate clearly, your commitment to solving problems, and your ability to treat every customer with respect.
You should be comfortable asking questions, taking ownership of your responsibilities, learning from feedback, and working independently while staying connected with a remote team.
Equal Opportunity Statement
We are committed to creating an inclusive and respectful workplace. We welcome qualified applicants from diverse backgrounds and make employment decisions based on qualifications, skills, experience, and business needs, without discrimination or harassment.
We are seeking a highly motivated, professional, and customer-focused Customer Service Representative to join our remote customer support team. In this role, you will serve as a primary point of contact for customers, helping them resolve questions, address concerns, navigate our products or services, and have a positive overall experience with the company.
The ideal candidate is an excellent communicator who enjoys helping people, remains calm under pressure, and can efficiently manage multiple customer inquiries while maintaining a friendly and professional approach.
As a remote team member, you will be expected to work independently, manage your time effectively, communicate consistently with colleagues, and maintain a high standard of customer service without direct supervision.
Key Responsibilities
Customer Support
- Respond promptly and professionally to customer inquiries through phone, email, live chat, and other support channels.
- Provide accurate information about products, services, policies, orders, accounts, billing, and company procedures.
- Listen carefully to customers, understand their needs, and provide appropriate solutions.
- Troubleshoot customer issues and guide customers through step-by-step solutions when necessary.
- Resolve complaints and difficult situations with patience, empathy, and professionalism.
- Escalate complex, sensitive, or unresolved issues to the appropriate department or supervisor.
- Follow up with customers when additional information or action is required.
- Ensure customers receive clear and complete answers to their questions.
- Build positive relationships with customers through helpful, respectful, and personalized interactions.
- Maintain a customer-first approach in every interaction.
- Demonstrate empathy and understanding when handling frustrated or dissatisfied customers.
- Identify opportunities to improve the customer experience and communicate recurring issues to management.
- Help customers understand company policies and procedures while maintaining a positive tone.
- Strive to resolve customer issues efficiently and effectively during the initial interaction whenever possible.
- Accurately document customer interactions, requests, complaints, and resolutions in the company's CRM or customer support system.
- Update customer account information and records as needed.
- Process orders, returns, refunds, cancellations, payments, or service requests according to company policies.
- Maintain detailed and accurate records of customer communications.
- Monitor support tickets and ensure requests are addressed within established response times.
- Use internal knowledge bases, support tools, and company resources to find accurate answers.
- Collaborate with sales, billing, technical support, operations, and other departments to resolve customer issues.
- Protect customer information and follow all applicable privacy, security, and confidentiality procedures.
- Maintain a reliable internet connection and an appropriate workspace suitable for professional customer interactions.
- Be available and responsive during scheduled working hours.
- Attend virtual team meetings, training sessions, and coaching sessions.
- Communicate effectively with managers and team members using email, messaging platforms, video conferencing, and other remote collaboration tools.
- Manage workload and priorities independently while meeting established deadlines and service-level expectations.
- Demonstrate strong self-discipline, accountability, and time-management skills.
- High school diploma or equivalent; additional education or relevant training is a plus.
- Previous customer service, call center, retail, hospitality, administrative, sales support, or related experience preferred.
- Excellent verbal and written communication skills.
- Strong active-listening and problem-solving abilities.
- Comfortable communicating with customers from diverse backgrounds.
- Strong attention to detail and organizational skills.
- Ability to remain professional and composed when dealing with challenging customers or high-pressure situations.
- Ability to learn new products, services, systems, and procedures quickly.
- Basic computer proficiency and familiarity with email, web applications, CRM systems, and office software.
- Ability to work independently in a remote environment.
- Reliable attendance and ability to adhere to scheduled working hours.
- 1-3 years of experience in customer service or a related role.
- Experience working in a remote or hybrid customer support environment.
- Experience using CRM, help-desk, ticketing, or live-chat platforms.
- Experience handling high volumes of customer inquiries.
- Familiarity with customer service metrics such as response time, resolution time, customer satisfaction (CSAT), and first-contact resolution.
- Experience supporting customers by phone, email, and live chat.
- Multilingual or bilingual communication skills are an advantage, depending on the company's customer base.
Communication: Clearly and professionally communicate information to customers and colleagues through written and verbal channels.
Empathy: Understand customers' concerns and respond with patience, understanding, and genuine willingness to help.
Problem Solving: Analyze customer issues, identify practical solutions, and know when to escalate matters.
Patience Professionalism: Remain calm, respectful, and solution-oriented, particularly when dealing with frustrated customers.
Attention to Detail: Accurately record customer information, follow procedures, and avoid errors when processing requests.
Time Management: Efficiently prioritize multiple customer requests while meeting response and resolution targets.
Adaptability: Quickly learn new products, systems, policies, and processes as the business evolves.
Teamwork: Work effectively with remote colleagues and other departments to deliver consistent customer experiences.
Accountability: Take ownership of customer issues and follow through until they are resolved or appropriately transferred.
Technology Skills: Comfortably navigate multiple software applications and digital communication tools while assisting customers.
Performance Expectations
Success in this position may be measured using a combination of customer service and operational performance indicators, including:
- Customer satisfaction (CSAT)
- First-contact resolution rate
- Average response time
- Average handling time, where applicable
- Ticket resolution time
- Quality assurance scores
- Customer retention or loyalty indicators
- Accuracy of customer records and transactions
- Attendance and schedule adherence
- Individual productivity and service-level performance
This is a fully remote position. The successful candidate should be comfortable working independently while remaining an active and engaged member of a distributed team.
The role may involve extended periods of computer use and frequent communication with customers through telephone, email, chat, or video-based systems. Depending on business requirements, employees may occasionally be required to work evenings, weekends, holidays, or rotating shifts.
What We Offer
Depending On The Company's Benefits Structure, Employees May Receive
- Competitive salary or hourly compensation
- Flexible or remote work arrangements
- Paid training and onboarding
- Career development and advancement opportunities
- Performance incentives or bonuses
- Paid time off
- Health, dental, and/or vision benefits
- Retirement or pension benefits
- Employee assistance programs
- Professional development and training opportunities
- Supportive and collaborative remote-work culture
The ideal candidate is someone who genuinely enjoys helping others and takes pride in providing excellent customer experiences. You are dependable, patient, organized, and comfortable handling a variety of customer situations.
You don't necessarily need to know everything on your first day. What matters most is your willingness to learn, your ability to communicate clearly, your commitment to solving problems, and your ability to treat every customer with respect.
You should be comfortable asking questions, taking ownership of your responsibilities, learning from feedback, and working independently while staying connected with a remote team.
Equal Opportunity Statement
We are committed to creating an inclusive and respectful workplace. We welcome qualified applicants from diverse backgrounds and make employment decisions based on qualifications, skills, experience, and business needs, without discrimination or harassment.
المصدر: LinkedIn - أُضيفت للموقع في 7 سبتمبر 2026
رقم الإعلان لدى المصدر: 4464058356
رقم الإعلان لدى المصدر: 4464058356