Remote Customer Support Agent

Client of Pulse Media NL; Abu Dhabi; Remote; AED 60,000 - 90,000; Full time

Job summary

Customer Support role focused on delivering courteous, accurate assistance via email, chat, and phone. You will handle routine product, service, and account inquiries, guiding customers through standard steps and ensuring timely resolutions.

Responsibilities include ticket creation and updates, data entry accuracy, and escalation of complex issues. Remote-friendly environment with emphasis on confidentiality and professional communication at all times.

Qualifications

• High school diploma, GED, or equivalent; basic computer and typing proficiency.
• Strong written and verbal communication skills; friendly, patient, and professional style.
• Good listening and problem-solving abilities; attention to detail and accuracy.
• Organizational and time-management skills; follow established procedures.
• Ability to work remotely with reliable internet and workspace.
• Willingness to learn new software and processes; maintain confidentiality.

Responsibilities

• Respond to customer questions professionally and courteously.
• Assist with routine product service orders and account inquiries.
• Provide accurate information using approved company resources.
• Guide customers through standard processes and next steps.
• Resolve routine questions within guidelines; escalate complex issues.
• Maintain positive customer experience across channels (email, chat, phone).
• Create and update customer support tickets; track progress and close cases.
• Enter and update customer data; ensure accurate records.
• Route billing, technical, or specialized concerns to the right team.
• Collaborate with supervisors and other departments as needed.

Skills

Customer-focused communication

Active listening

Problem solving

Written communication

Data entry accuracy

Attention to detail

Time management

Typing proficiency

Confidential information handling

Dependability

Education

High school diploma or equivalent

Tools

CRM systems

Microsoft Office / Google Workspace

Ticket-management tools

Job description

Customer Support

Respond to customer questions professionally and courteously Assist with routine product service order and account inquiries Provide accurate information using approved company resources Guide customers through standard processes and next steps Resolve common questions and concerns within established guidelines Follow up on pending requests when necessary Escalate complex or unresolved issues appropriately Maintain a positive customer experience Email Chat amp Phone Support Assist customers through approved communication channels Provide clear and accurate written or verbal responses Use approved scripts templates and knowledge resources Manage multiple routine customer requests when required Maintain professionalism during challenging interactions Route specialized inquiries to appropriate departments Ticket amp Case Management Create and update customer support tickets Categorize incoming requests accurately Maintain clear and complete case notes Track open and pending customer issues Update ticket status as work progresses Follow established response and resolution procedures Document completed actions Close resolved cases appropriately Account amp Order Support Assist with routine account updates and service requests Verify customer information according to established procedures Provide approved order or account status information Process authorized changes when permitted Document account-related actions accurately Route billing technical or specialized concerns to the appropriate team Customer Records amp Data Entry Enter and update customer information in company systems Maintain accurate account and contact records Document customer interactions and resolutions Review information for accuracy and completeness Identify missing duplicate or inconsistent information Make routine corrections when authorized Protect confidential customer information Issue Resolution Listen carefully to understand customer concerns Ask appropriate questions to identify the issue Follow established troubleshooting procedures Explain solutions and next steps clearly Resolve routine problems within assigned responsibilities Escalate issues requiring specialized assistance Record resolutions accurately Team Collaboration Communicate professionally with supervisors and coworkers Coordinate customer requests with other departments Provide updates on unresolved or pending cases Ask for assistance when issues fall outside assigned responsibilities Participate in virtual meetings coaching and training sessions Maintain dependable communication during scheduled work hours

Required Qualifications

High school diploma, GED, or equivalent. Basic computer and typing proficiency. Strong written and verbal communication skills. Friendly, patient, and professional communication style. Good listening and problem-solving abilities. Strong attention to detail and accuracy. Good organizational and time-management skills. Ability to follow established procedures. Ability to manage multiple routine customer requests. Ability to remain professional during challenging interactions. Ability to work independently in a remote environment. Willingness to learn new software and processes. Ability to maintain confidentiality. Reliable internet connection and suitable remote workspace.

Preferred Qualifications

Previous professional experience is not required . Familiarity with any of the following may be helpful: Customer service or customer support. Email, chat, or phone support. CRM or ticket-management systems. Microsoft Office or Google Workspace. Data entry and customer records. Account or order processing. Basic troubleshooting. Remote collaboration tools. Experience gained through retail, hospitality, internships, volunteer work, academic projects, freelance assignments, or other customer-facing activities may also be relevant.

Skills & Competencies

Customer-focused communication. Active listening and patience. Problem solving. Written communication. Data entry and accuracy. Attention to detail. Time management. Computer and typing proficiency. Dependability and professionalism. Confidential information handling.