Customer Service Representative (Remote)

About the role

We are looking for a motivated Customer Service Representative to join PULSE (MENA) in a fully remote capacity. You will be the primary point of contact for our customers across the Middle East and North Africa, delivering timely, professional, and personalized support through multiple channels.

Key responsibilities

• Respond promptly to customer inquiries via phone, email, live chat, WhatsApp, and social media.
• Provide accurate information about products, services, policies, and procedures.
• Resolve complaints with empathy and efficiency, escalating complex issues when necessary.
• Build strong relationships, identify customer needs, and recommend appropriate solutions.
• Maintain detailed records of interactions in the CRM system and ensure data accuracy.
• Collaborate with Operations, Sales, Technical Support, and Quality Assurance teams.
• Meet performance targets such as CSAT, FCR, response time, AHT, and QA scores.

Required profile

• High school diploma (associate or bachelor’s degree preferred).
• 1–2 years of experience in customer service, contact centre, or client support.
• Experience working remotely is an advantage.
• Strong computer literacy and quick learning ability.

Required skills

• Experience with CRM platforms, preferably Salesforce.