Customer Support Specialist

About the role

PulseMediaNL is seeking a proactive, customer‑focused Customer Support Specialist to be the first point of contact for its clients. You will ensure every interaction reflects the company’s commitment to professionalism, efficiency, and outstanding service across multiple communication channels.

Key responsibilities

• Handle customer inquiries via email, live chat, phone, and social media.
• Provide information on products, services, subscriptions, billing, and account management.
• Resolve complaints promptly while maintaining a positive experience.
• Escalate complex issues to the appropriate departments.
• Follow up to confirm complete resolution.
• Maintain accurate records in the CRM and update support tickets.
• Identify recurring concerns and suggest improvements.
• Educate customers on features, best practices, and new releases.
• Assist with basic technical troubleshooting, account setup, onboarding, and platform navigation.
• Collect feedback, contribute to knowledge‑base articles, and support customer satisfaction initiatives.

Required profile

• Excellent written and verbal communication skills.
• Strong empathy and problem‑solving abilities.
• Proactive attitude with a commitment to delivering exceptional support.
• Ability to work collaboratively with internal teams.

Required skills