Customer Service Admin Representative

About PULSE (MENA)

PULSE (MENA) is a progressive company dedicated to delivering top-tier customer experiences and operational efficiency throughout the Middle East and North Africa. We integrate excellent customer support with streamlined administrative functions to guarantee smooth service delivery to clients and customers.

Position Summary

We are seeking a well-organized and customer-oriented Customer Service Admin Representative who thrives in a remote work setting and enjoys balancing frontline customer interactions with diverse administrative duties. This role requires outstanding communication skills, excellent organizational capabilities, keen attention to detail, and an aptitude for multitasking.

Primary Responsibilities

• Engage with customers professionally via phone, email, live chat, WhatsApp, and social media channels.
• Provide correct information about products, services, company policies, and procedures.
• Efficiently address customer issues while striving to maintain high satisfaction levels.
• Refer complex matters to relevant departments and oversee the resolution process.
• Maintain positive and courteous relations with customers.
• Accurately process customer applications, requests, and service records.
• Update and manage customer databases and CRM systems meticulously.
• Generate reports, spreadsheets, and prepare administrative documents.
• Organize electronic files and maintain proper record-keeping.
• Assist in scheduling appointments, meetings, and follow-up communications.
• Provide administrative support to internal teams as needed.
• Record all customer interactions and service requests precisely.
• Ensure customer data remains current, complete, and confidential.
• Support in compiling reports and tracking operational metrics.
• Coordinate with various departments including Operations, Sales, Finance, and HR.
• Follow up on pending customer requests and internal tasks.
• Communicate updates professionally and promptly to customers.
• Participate in enhancing customer service workflows and administrative procedures.
• Reach and maintain established standards for customer service and administrative tasks.
• Complete assigned administrative duties timely while ensuring high accuracy and professionalism.

Qualifications

• Minimum education: High school diploma; Associate's or Bachelor's degree preferred.
• At least 1 to 2 years of experience in customer service, administrative roles, or office support.
• Remote customer support or administrative work experience is advantageous.
• Strong computer skills with fast learning ability for new software.
• Familiar with CRM platforms and office productivity suites.
• Proficient with Microsoft Office or Google Workspace tools.

Core Skills

• Excellent written and verbal communication aptitude.
• Professionalism in calls and email correspondence.
• Active listening and strong interpersonal skills.
• Empathy and patience with a customer-focused approach.
• Effective organization and multitasking capabilities.
• Sharp attention to detail and accurate data entry skills.
• Ability to prioritize and meet deadlines.
• Experience with CRM systems and document management tools.
• Comfortable with virtual communication platforms such as Microsoft Teams, Zoom, or Google Meet.
• Strong analytical thinking and decision-making abilities.
• Self-reliant problem solver able to handle pressure and changing priorities.

Preferred Experience

• Background in BPO, e-commerce, healthcare, education, technology, or professional services.
• Knowledge of customer ticketing systems and administrative best practices.
• Experience supporting distributed or remote teams.

Language Proficiency

• Fluent English (both spoken and written).
• Arabic proficiency is highly desirable.
• Additional regional languages will be considered an asset.

Technical Requirements

• Reliable high-speed internet connection.
• Personal laptop or desktop that meets company standards.
• Quiet and professional workspace at home.
• Noise-cancelling headset with microphone and webcam for virtual meetings and training.

Working Conditions

• This is a full-time remote role.
• Flexible shifts based on business needs, may include weekends and public holidays.
• Availability required to support customers across multiple MENA time zones.

Performance Metrics

• Customer Satisfaction (CSAT).
• First Contact Resolution (FCR).
• Accuracy of administrative work and quality of data.
• Timeliness in response and issue resolution.
• Completion of tasks within set deadlines.
• Quality Assurance (QA) performance scores.
• Attendance and adherence to schedule.
• Overall productivity and operational efficiency.

Benefits

• Opportunity to work fully remotely.
• Competitive remuneration package.
• Incentives based on performance.
• Comprehensive onboarding and training programs.
• Opportunities for professional growth and career progression.
• Supportive and collaborative team environment.
• Access to state-of-the-art digital tools and technology.
• Employee wellness and engagement initiatives.

Company Values and Equal Opportunity

PULSE (MENA) values diversity and inclusivity, fostering a respectful environment where every employee feels valued. We encourage applications from candidates of all genders, nationalities, ages, disabilities, religions, and backgrounds.

How to Apply

If you are eager to contribute to superior customer service and efficient business operations within a remote-first team, we invite you to join PULSE (MENA) in advancing exceptional customer experiences across the MENA region.