Customer Service Admin Representative

About PULSE (MENA)

PULSE (MENA) is a progressive company focused on providing outstanding customer experiences and operational efficiency throughout the Middle East and North Africa region. We integrate excellent customer service with streamlined administrative operations to guarantee smooth service delivery to our clients and customers.

Position Overview

We are seeking a highly organized, customer-oriented Customer Service Admin Representative to work remotely. The role involves engaging with customers and undertaking various administrative duties to support business continuity. Effective communication, strong organization, attention to detail, and multitasking capabilities are essential for success.

Key Responsibilities

• Handle customer inquiries professionally across phone, email, live chat, WhatsApp, and social media platforms.
• Provide accurate details about products, services, policies, and procedures.
• Efficiently resolve customer issues while maintaining satisfaction and escalate complex cases when necessary.
• Build and maintain positive customer relations.
• Accurately process customer requests, applications, and service records.
• Update and manage customer databases and CRM systems.
• Prepare administrative documents, reports, and spreadsheets.
• Organize digital files and maintain precise record keeping.
• Assist with scheduling meetings, appointments, and following up on communications.
• Support internal teams with various administrative tasks as needed.
• Document all customer interactions and service requests thoroughly.
• Ensure data accuracy and confidentiality of sensitive information.
• Generate reports to monitor operational metrics.
• Collaborate across departments including Operations, Sales, Finance, and HR.
• Follow up on outstanding customer and internal requests.
• Communicate updates to customers promptly and professionally.
• Recommend improvements to administrative workflows and customer service processes.
• Achieve customer service and administrative performance goals.
• Complete tasks timely while maintaining accuracy, responsiveness, and professionalism.

Required Qualifications

• High school diploma mandatory; Associate's or Bachelor's degree preferred.
• At least 1–2 years experience in customer service, administration, office support or related fields.
• Experience in remote customer support or administrative roles is advantageous.
• Proficient computer skills with ability to quickly adapt to new software.
• Familiarity with CRM platforms and productivity tools such as Microsoft Office or Google Workspace.

Required Skills

• Excellent verbal and written communication skills with professional telephone and email etiquette.
• Strong interpersonal and active listening abilities.
• Customer-centric approach, demonstrating empathy and patience.
• Highly organized with multitasking capability and keen attention to detail.
• Accurate data entry and record management skills.
• Ability to prioritize tasks to meet deadlines efficiently.
• Technical proficiency with CRM systems, Microsoft Excel, Word, Outlook, Google Workspace, document management, and virtual communication tools like Teams, Zoom, or Google Meet.
• Analytical thinking, independent problem solving, adaptability, and resilience under pressure.

Preferred Qualifications

• Experience in sectors like 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 Requirements

• Fluent spoken and written English required.
• Arabic language skills highly desirable.
• Additional regional language proficiency is a plus.

Technical Requirements

• Reliable high-speed internet connection.
• Personal laptop or desktop that meets company standards.
• Quiet, professional home office setup.
• Noise-canceling headset with microphone.
• Webcam for virtual meetings and training sessions.

Working Hours

• Full-time remote role with flexible shifts based on business requirements.
• Work hours may include weekends and public holidays.
• Availability to support customers across various MENA time zones is expected.

Performance Metrics

• Customer Satisfaction (CSAT)
• First Contact Resolution (FCR)
• Data accuracy and administrative quality
• Response and resolution speed
• Timely task completion
• Quality Assurance (QA) results
• Attendance and adherence to schedules
• Overall productivity and operational efficiency

Benefits

• Completely remote work setup.
• Competitive remuneration package.
• Performance-based incentives.
• Comprehensive onboarding and ongoing training.
• Opportunities for professional growth and promotion.
• Supportive and collaborative team environment.
• Access to modern technology and digital resources.
• Employee wellness programs and engagement activities.

Core Values

• Customer-first attitude
• Integrity and professionalism
• Responsibility and accountability
• Effective organizational skills
• Detail orientation
• Flexibility and adaptability
• Clear and effective communication
• Team collaboration
• Problem-solving expertise
• Commitment to ongoing improvement

Equal Opportunity

PULSE (MENA) is dedicated to maintaining a diverse, inclusive workplace where every employee is respected. Candidates of all genders, nationalities, ages, disabilities, religions, and backgrounds are encouraged to apply.