Customer Service Admin Representative (Remote)

About PULSE (MENA)

PULSE (MENA) is an innovative organization dedicated to delivering superior customer experiences and operational excellence throughout the Middle East and North Africa region. Our focus is on combining exceptional customer service with efficient administrative workflows to provide seamless service delivery for clients.

Position Summary

The role of Customer Service Admin Representative is designed for an individual who excels in remote working environments, balancing customer interaction with administrative duties. Effective communication, strong organizational skills, keen attention to detail, and the ability to multitask are essential for success in this position. The incumbent will act as an essential liaison for customers while managing precise documentation, timely follow-up, and smooth coordination with various internal departments.

Primary Responsibilities

• Deliver professional responses to customer queries using diverse channels such as phone, email, live chat, WhatsApp, and social media platforms.
• Provide precise information about the company’s products, services, policies, and processes.
• Resolve customer issues promptly while ensuring high satisfaction levels, escalating unresolved matters appropriately.
• Handle administrative tasks including processing requests, maintaining CRM databases, generating reports and spreadsheets, organizing digital records, scheduling, and supporting internal teams.
• Document all customer engagements comprehensively, verifying information accuracy, safeguarding confidential data, and contributing to operational metric tracking.
• Communicate and collaborate effectively with departments such as Operations, Sales, Finance, and HR to follow up on pending actions and improve workflows.
• Achieve and maintain performance standards in customer service responsiveness, administrative task completion, accuracy, and professionalism.

Required Qualifications and Skills

• Minimum education: High school diploma; Associate’s or Bachelor’s degree preferred.
• 1 to 2 years of experience in customer service, administration, or office support roles; prior remote work experience advantageous.
• Proficient in CRM usage and office productivity tools including Microsoft Office and Google Workspace.
• Excellent verbal and written communication skills coupled with professional telephone and email etiquette.
• Strong organizational, multitasking, and meticulous data entry capabilities.
• Problem solving skills with the ability to work effectively under pressure and adapt to shifting priorities.
• Technical capability in virtual communication platforms like Microsoft Teams, Zoom, or Google Meet.
• Languages: Fluent English mandatory; Arabic highly preferred; other regional languages are advantageous.

Preferred Qualifications

• Experience within sectors such as BPO, e-commerce, healthcare, education, technology, or professional services.
• Familiarity with customer ticketing and administrative best practices.
• Experience supporting distributed or remote teams.

Technical and Work Environment Requirements

• Must have reliable high-speed internet and personal computing equipment that meets company standards.
• Quiet professional home office environment with noise-cancelling headset and webcam for meetings and training.
• Work schedule includes full-time remote shifts, flexible hours based on business needs, possibly including weekends, holidays, and coverage across multiple MENA time zones.

Performance Metrics

• Measured using customer satisfaction (CSAT), first call resolution (FCR), data accuracy, response times, task completion, quality assurance, attendance, and productivity.

What We Offer

• Fully remote work setup.
• Competitive compensation with performance-linked bonuses.
• Complete onboarding and continuous training opportunities.
• Professional growth and career advancement paths.
• Supportive team culture focused on collaboration.
• Modern digital tools and employee wellness programs.

Core Competencies

• Customer-centric approach
• Integrity and professionalism
• Responsibility and accountability
• Highly organized with keen attention to detail
• Adaptability and effective communication
• Teamwork and problem-solving orientation
• Dedication to ongoing improvement

Equal Opportunity

PULSE (MENA) promotes an inclusive work environment that values diversity and welcomes applications from all qualified individuals regardless of gender, nationality, age, disability, religion, or background.