Customer Support Specialist

Job Description/Specification:

PulseMediaNL is seeking a dedicated and customer-focused Customer Support Specialist to join its growing digital media and marketing team. This is an exciting opportunity for professionals who are passionate about delivering exceptional customer experiences while supporting clients across digital marketing, branding, social media, and online business solutions.

As a Customer Support Specialist, you will serve as the primary point of contact for customers, providing timely assistance with inquiries, account management, subscriptions, billing, and technical support. You will work closely with internal teams to ensure customer issues are resolved efficiently while helping to improve customer satisfaction, loyalty, and retention.

About This Role

The Customer Support Specialist is responsible for delivering outstanding customer service across multiple communication channels, including email, live chat, phone, and social media. The role involves resolving customer concerns, maintaining CRM records, assisting with technical troubleshooting, supporting onboarding, and contributing to continuous improvements in customer support processes.

Key Responsibilities

📞 Customer Support & Client Assistance

• Serve as the primary point of contact for customer inquiries via email, live chat, telephone, and social media.
• Respond promptly to questions related to products, services, subscriptions, billing, and account management.
• Resolve customer complaints professionally while maintaining a positive customer experience.
• Escalate complex issues to the appropriate departments when necessary.
• Follow up with customers to ensure issues are fully resolved and expectations are met.

🤝 Customer Relationship Management

• Build long-term relationships through personalized and proactive customer support.
• Maintain accurate customer profiles and interaction histories within CRM systems.
• Update support tickets and ensure all customer communications are properly documented.
• Monitor recurring customer concerns and recommend service improvements.
• Contribute to customer retention and long-term client satisfaction initiatives.

💻 Product Knowledge & Customer Education

• Develop in-depth knowledge of PulseMediaNL's digital marketing products and services.
• Educate customers on available features, best practices, and platform functionality.
• Stay informed about new products, updates, and company policies.
• Assist customers in maximizing the value of digital marketing solutions.
• Provide clear guidance on account usage and service benefits.

🛠️ Technical Support & Troubleshooting

• Assist customers with basic technical issues and troubleshooting.
• Support account setup, onboarding, and platform navigation.
• Coordinate with technical teams to resolve advanced support cases.
• Ensure technical issues are documented and tracked through completion.
• Provide step-by-step assistance to customers using digital platforms.

📊 Customer Experience & Continuous Improvement

• Collect customer feedback and share insights with management.
• Identify opportunities to improve customer service processes and workflows.
• Contribute to the creation of FAQs, knowledge base articles, and customer help guides.
• Participate in customer satisfaction initiatives and quality improvement projects.
• Support the achievement of customer experience KPIs.

📑 Administrative & Reporting Duties

• Document all customer interactions accurately within CRM and ticketing systems.
• Meet established response time and resolution time targets.
• Prepare reports on common customer issues, service trends, and performance metrics.
• Maintain confidentiality of customer information and company data.
• Ensure compliance with internal service standards and operational procedures.

Minimum Requirements

Education

• High School Diploma or equivalent required.
• Associate's or Bachelor's Degree in Business Administration, Marketing, Communications, Information Technology, or a related field is preferred.

Experience

• Minimum 2 years of experience in Customer Service, Customer Support, Client Success, Help Desk, or Customer Experience.
• Experience supporting digital marketing, SaaS, media services, or technology products is preferred.
• Experience handling customer inquiries related to billing, subscriptions, or account management is an advantage.

Preferred Skills

• Excellent written and verbal communication skills.
• Strong customer service and relationship-building abilities.
• Exceptional problem-solving and conflict resolution skills.
• Ability to multitask in a fast-paced environment.
• Strong organisational skills and attention to detail.
• Positive attitude with a customer-first mindset.

Technical Skills

• CRM Software (HubSpot, Salesforce, Zendesk, Freshdesk)
• Microsoft Office Suite
• Google Workspace
• Live Chat Platforms
• Ticketing Systems
• Email Management
• Data Entry
• Basic Technical Troubleshooting
• Social Media Platforms
• Customer Support Software

Core Competencies

• Customer Focus
• Communication
• Active Listening
• Empathy
• Problem Solving
• Time Management
• Organisation
• Adaptability
• Team Collaboration
• Professionalism

Key Performance Indicators (KPIs)

Success in this role will be measured through:

• Customer Satisfaction Score (CSAT)
• First Response Time
• Average Resolution Time
• Customer Retention Rate
• Ticket Resolution Rate
• First Contact Resolution (FCR)
• Quality Assurance Score
• Customer Feedback Ratings
• Response Accuracy
• Individual Productivity Metrics

Who Can Apply?

This opportunity is ideal for professionals currently working as:

• Customer Support Specialist
• Customer Service Representative
• Client Success Associate
• Customer Experience Executive
• Help Desk Support Officer
• Technical Support Representative
• Client Relations Executive
• Customer Care Officer
• Support Executive
• Customer Success Coordinator

Candidates from the Digital Marketing, SaaS, Media, Technology, E-commerce, Telecommunications, Customer Service, BPO, and Corporate Services sectors are encouraged to apply.

CV Tips

Highlight:

• Experience supporting customers through email, phone, live chat, or social media.
• Proficiency with CRM platforms, ticketing systems, and customer support software.
• Experience handling billing inquiries, subscriptions, account management, or technical support.
• Strong communication, conflict resolution, and relationship management skills.
• Knowledge of digital marketing platforms, SaaS products, or online services.

Application Tips

• Quantify your achievements by highlighting customer satisfaction scores, ticket volumes managed, first-contact resolution rates, response times, or customer retention improvements.
• Demonstrate expertise in customer support, CRM management, troubleshooting, and client relationship management.
• Highlight experience working with digital marketing agencies, SaaS providers, technology companies, or online service platforms.
• Include certifications in Customer Service, CRM Systems, Google Workspace, Microsoft Office, IT Support, or Digital Marketing where applicable.
• Optimize your CV with ATS-friendly keywords such as Customer Support Specialist, Customer Service, Client Success, Customer Experience, CRM, HubSpot, Salesforce, Zendesk, Freshdesk, Live Chat Support, Technical Support, Help Desk, Ticket Management, SaaS, Digital Marketing, Customer Retention, Billing Support, Account Management, and PulseMediaNL.

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