Customer Service Representative; Remote Job Sharjah UAE/Dubai,Customer Service/HelpDesk

Position: 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, Whats App, 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, Hub Spot, 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…