Customer Service Representative (Remote)

About PULSE (MENA)

PULSE (MENA) is a forward-thinking organization committed to delivering exceptional customer experiences across the Middle East and North Africa. We believe that outstanding customer service is at the heart of every successful business. Our team is dedicated to building lasting relationships with customers by providing timely, professional, and personalized support.

As we continue to grow, we are seeking motivated, customer-focused professionals who are passionate about helping people and thrive in a remote work environment.

Position Overview

The Customer Service Representative serves as the primary point of contact for customers, ensuring every interaction reflects PULSE's commitment to excellence. The successful candidate will handle customer inquiries, resolve issues efficiently, and provide accurate information across multiple communication channels, including phone, email, live chat, and social media.

This role requires excellent communication skills, empathy, problem-solving abilities, and the ability to work independently while collaborating with a distributed team.

Key Responsibilities

Customer Support

• Respond promptly and professionally to customer inquiries via phone, email, live chat, WhatsApp, and social media platforms.
• Deliver accurate information regarding products, services, policies, and procedures.
• Resolve customer complaints with professionalism, empathy, and efficiency.
• Escalate complex issues to the appropriate departments while ensuring timely follow-up.
• Maintain a positive and solution-oriented approach in every customer interaction.
  
  

Customer Experience

• Build strong customer relationships through exceptional service.
• Identify customer needs and recommend appropriate solutions.
• Ensure high levels of customer satisfaction by exceeding service expectations.
• Follow up with customers when necessary to ensure complete issue resolution.
  
  

Documentation & Administration

• Accurately record customer interactions within the CRM system.
• Maintain detailed notes regarding customer requests and resolutions.
• Update customer information while ensuring data accuracy.
• Adhere to company documentation standards and quality requirements.
  
  

Collaboration

• Work closely with internal teams including Operations, Sales, Technical Support, and Quality Assurance.
• Participate in team meetings and continuous improvement initiatives.
• Share customer feedback to improve products, services, and internal processes.
  
  

Performance

• Meet or exceed established KPIs, including:
• Customer Satisfaction (CSAT)
• First Contact Resolution (FCR)
• Average Response Time
• Average Handling Time (AHT)
• Quality Assurance (QA) Scores
• Attendance and Productivity Targets
  
  

Required Qualifications

• High school diploma required; Associate's or Bachelor's degree preferred.
• Minimum of 1–2 years of experience in customer service, contact center, or client support.
• Experience working remotely is an advantage.
• Strong computer literacy and ability to learn new systems quickly.
• Experience using CRM platforms such as Salesforce, Zendesk, Freshdesk, HubSpot, or similar.
• Proficiency in Microsoft Office or Google Workspace.
• Reliable high-speed internet connection and a dedicated home workspace.
  
  

Required Skills

Communication

• Excellent verbal and written communication skills.
• Professional phone etiquette.
• Strong active listening abilities.
• Clear and confident communication.
  
  

Customer Focus

• Empathy and patience.
• Positive attitude.
• Strong interpersonal skills.
• Ability to manage difficult conversations professionally.
  
  

Problem Solving

• Analytical thinking.
• Conflict resolution.
• Decision-making skills.
• Ability to work under pressure while maintaining quality.
  
  

Organization

• Excellent time management.
• Strong attention to detail.
• Ability to multitask.
• Effective prioritization skills.
  
  

Preferred Qualifications

• Experience supporting customers across multiple communication channels.
• Previous experience in BPO, SaaS, e-commerce, healthcare, fintech, or technology industries.
• Experience with ticketing systems and knowledge base software.
• Familiarity with customer service metrics and performance standards.
  
  

Language Requirements

• Fluent in English (spoken and written).
• Arabic proficiency is highly preferred.
• Additional regional languages are considered an advantage.
  
  

Technical Requirements

Candidates Must Have

• Stable broadband internet connection (minimum 25 Mbps recommended).
• Quiet, professional home office environment.
• Laptop or desktop computer meeting company specifications.
• Noise-cancelling headset with microphone.
• Webcam for virtual meetings and training.
  
  

Working Hours

• Full-time remote position.
• Flexible shifts based on business requirements.
• May include evenings, weekends, and public holidays.
• Availability to support customers across different MENA time zones.
  
  

Key Performance Indicators (KPIs)

Success In This Role Will Be Measured By

• Customer Satisfaction Score (CSAT)
• First Contact Resolution (FCR)
• Average Handling Time (AHT)
• Response Time SLA Compliance
• Quality Assurance (QA) Scores
• Attendance and Schedule Adherence
• Productivity and Ticket Resolution Targets
  
  

What We Offer

• Fully remote work environment.
• Competitive salary.
• Performance-based incentives and recognition programs.
• Paid training and continuous professional development.
• Career growth opportunities within PULSE (MENA).
• Collaborative and inclusive company culture.
• Access to modern customer support tools and technology.
• Employee wellness and engagement initiatives.
  
  

Core Competencies

We Are Looking For Individuals Who Demonstrate

• Customer-first mindset
• Integrity and professionalism
• Accountability
• Adaptability
• Emotional intelligence
• Team collaboration
• Continuous learning
• Reliability
• Problem-solving ability
• Cultural awareness and sensitivity
  
  

Equal Opportunity Employer

PULSE (MENA) is committed to fostering a diverse and inclusive workplace where all employees are valued and respected. We welcome applications from qualified candidates regardless of gender, nationality, age, disability, religion, or background.

How to Apply

If you are passionate about delivering exceptional customer experiences and want to be part of a dynamic, remote-first organization serving customers across the MENA region, we encourage you to apply.

Join PULSE (MENA) and help us redefine customer service excellence across the region.