Customer Service Representative (Remote)

About PULSE (MENA)

PULSE (MENA) is a progressive organization dedicated to providing outstanding customer experiences throughout the Middle East and North Africa. We prioritize excellent service as the cornerstone of business success and focus on fostering strong relationships by delivering timely, professional, and tailored support.

Position Summary

We are expanding and seek driven individuals passionate about assisting customers who excel in a remote work setting. As a Customer Service Representative, you will be the first contact for customers, addressing inquiries, resolving concerns swiftly, and providing precise information through various channels including phone, email, live chat, WhatsApp, and social media.

Key Responsibilities

• Address customer questions promptly and professionally via multiple communication platforms.
• Provide clear and accurate details about products, services, policies, and processes.
• Handle customer complaints with empathy and efficiency, escalating more complex matters appropriately while ensuring timely follow-ups.
• Maintain a positive, solution-focused attitude during all interactions.
• Build and nurture robust customer relationships by identifying needs and suggesting suitable solutions, aiming to exceed satisfaction expectations.
• Follow up as needed to guarantee complete resolution of concerns.
• Document all customer interactions meticulously within CRM systems and update customer records, adhering to company standards.
• Collaborate with teams such as Operations, Sales, Technical Support, and Quality Assurance, contributing to meetings and improvement initiatives by sharing customer feedback.
• Strive to meet or beat key performance indicators (KPIs) including customer satisfaction, first contact resolution, response and handling times, quality scores, attendance, and productivity.

Qualifications and Requirements

• Minimum education: high school diploma; associate or bachelor’s degree is advantageous.
• At least 1–2 years of experience in customer service, call centers, or client support roles.
• Remote work experience is beneficial.
• Proficiency with computers and rapid adaptability to new software.
• Familiarity with CRM platforms like Salesforce, Zendesk, Freshdesk, or HubSpot.
• Comfortable using Microsoft Office or Google Workspace.
• Stable high-speed internet and a dedicated workspace at home are essential.
• Excellent spoken and written English; Arabic skills highly preferred. Additional regional language abilities are a plus.
• Possession of required technical equipment: reliable broadband (minimum 25 Mbps recommended), quiet professional home office, a suitable computer, noise-cancelling headset with microphone, and a webcam.

Skills

• Superior verbal and written communication with professional phone etiquette.
• Active listening and interpersonal aptitude.
• Empathy, patience, and the ability to handle challenging conversations diplomatically.
• Strong problem-solving, analytical thinking, and conflict resolution skills.
• Excellent time management, multitasking, attention to detail, and prioritization abilities.

Working Conditions

• Full-time remote position with flexible shifts to cover business needs, including potential evenings, weekends, and public holidays.
• Availability to support customers across various MENA time zones.

Performance Metrics

• Measured by customer satisfaction scores, first contact resolution rates, average handling and response times, quality assurance scores, attendance, and productivity targets.

What We Provide

• Fully remote working environment.
• Competitive remuneration with performance-related bonuses.
• Paid onboarding and ongoing training programs.
• Opportunities for career development within the company.
• Inclusive, collaborative culture promoting employee wellbeing.
• Access to up-to-date support technologies.

Core Values and Culture

• A customer-centric mindset anchored in integrity and professionalism.
• Accountability, adaptability, emotional intelligence, and teamwork.
• Commitment to continuous learning, reliability, and cultural awareness.

Equal Opportunity Commitment

PULSE (MENA) embraces a diverse and inclusive workplace where all employees are respected. We welcome applicants regardless of gender, nationality, age, disability, religion, or background.