Customer Service Admin Representative

About PULSE (MENA)

PULSE (MENA) is a progressive company dedicated to delivering superior customer service and operational efficiency throughout the Middle East and North Africa. Our approach integrates excellent customer support with streamlined administrative functions to guarantee smooth service for our clients.

Position Overview

We are looking for a detail-oriented and customer-centric Customer Service Admin Representative who excels in a remote work environment, balancing client interactions with administrative duties effectively. This role involves being the primary contact for customers, ensuring precise record-keeping, prompt follow-ups, and coordination with internal departments.

Responsibilities

• Respond promptly and professionally to customer inquiries across multiple channels including phone, email, live chat, WhatsApp, and social media.
• Provide accurate information about products, services, policies, and procedures.
• Resolve customer issues efficiently, maintaining high satisfaction levels.
• Escalate complex matters appropriately and track their resolution.
• Manage customer databases and update CRM systems accurately.
• Prepare administrative documentation such as reports and spreadsheets.
• Organize digital files and maintain comprehensive records.
• Assist with scheduling meetings and follow-up communications.
• Collaborate with various internal teams including Operations, Sales, Finance, and HR.
• Document all customer interactions meticulously, safeguarding data confidentiality.
• Support continuous improvements in workflow and service processes.
• Adhere to performance standards related to customer service and administrative tasks.

Required Qualifications and Skills

• At least a high school diploma; Associate’s or Bachelor’s degree preferred.
• 1 to 2 years of experience in customer service, administrative, or office support roles.
• Experience with remote customer support preferred.
• Proficiency with CRM systems and office software such as Microsoft Office and Google Workspace.
• Strong verbal and written communication skills with professional telephone and email etiquette.
• Excellent multitasking, organizational, and data entry abilities with great attention to detail.
• Problem-solving skills with the ability to handle multiple priorities and resolve issues independently.
• Fluent English is mandatory; Arabic is highly preferred, and other regional languages are an asset.

Technical and Work Environment Requirements

• Reliable high-speed internet and personal laptop or desktop meeting company standards.
• Quiet workspace conducive to professional remote work.
• Use of noise-canceling headset with microphone and webcam for virtual meetings and training.

Work Schedule

• Full-time remote position with flexible shifts depending on business needs.
• May require working on weekends or public holidays to support customers across various MENA time zones.

Performance Metrics

• Customer satisfaction (CSAT), first contact resolution (FCR), data accuracy, response times, task completion, quality assurance scores, attendance, schedule adherence, and productivity.

What We Offer

• Fully remote working environment.
• Competitive salary combined with performance-based incentives.
• Comprehensive onboarding, training, and professional development opportunities.
• Supportive team culture with access to modern digital tools.
• Employee wellness and engagement programs.

Equal Opportunity Statement

PULSE (MENA) embraces diversity and inclusivity, welcoming applications from all qualified candidates regardless of gender, nationality, age, disability, religion, or background.