Customer Support Specialist Admin (Remote)

About PULSE (MENA)

PULSE (MENA) is dedicated to delivering outstanding customer experiences by leveraging innovative solutions, operational excellence, and a customer-first philosophy. We serve businesses and individuals throughout the Middle East and North Africa by providing dependable, prompt, and high-quality customer support services. We are currently seeking a proactive, methodical, and customer-oriented Customer Support Specialist Admin to become part of our expanding remote team.

Position Summary

The Customer Support Specialist Admin acts as the main liaison for customers and provides vital administrative assistance to ensure seamless daily operations. This role merges superior customer service skills with administrative coordination, demanding excellent communication, meticulous attention to detail, and an ability to juggle multiple tasks efficiently in a dynamic remote work setting. The successful candidate will be empathetic, well-organized, solutions-driven, and enthusiastic about fostering positive customer experiences while maintaining accurate records and aiding internal teams.

Key Responsibilities

• Respond to customer questions across multiple platforms including email, live chat, phone, and WhatsApp.
• Provide timely, professional, and precise responses to maintain positive customer interactions.
• Effectively resolve customer issues and escalate complex cases to relevant departments when necessary.
• Track customer concerns through to resolution, ensuring consistent follow-up and communication.
• Assist customers with account inquiries, product details, service requests, and troubleshooting support.
• Ensure high levels of customer satisfaction by delivering personalized and solution-oriented assistance.
• Record all customer interactions accurately using CRM or other support platforms.
• Identify patterns in customer issues and suggest process enhancements.
• Maintain and update customer records, databases, and internal documentation accurately.
• Generate reports on customer interactions, response metrics, and service effectiveness.
• Manage scheduling of meetings, appointments, and follow-ups as needed.
• Support data entry, document handling, and administrative workflow tasks.
• Collaborate with internal teams to guarantee prompt fulfilment of customer requests.
• Assist with onboarding paperwork and support internal administrative procedures.
• Organize electronic files and maintain precise operational documentation.
• Support management with various administrative and operational initiatives.
• Partner with operations, sales, product, and technical teams to address and resolve customer concerns.
• Monitor customer feedback to discover service improvement opportunities.
• Contribute content to knowledge bases, FAQs, and internal support resources.
• Adhere to company policies, procedures, and quality standards.
• Engage in team meetings, trainings, and continuous improvement efforts.

Required Qualifications

• Bachelor's degree or equivalent professional experience.
• Minimum of 2 years in customer service, support, administration, or related fields.
• Proficient in English communication, both verbal and written.
• Arabic language proficiency is a strong advantage.
• Strong interpersonal skills paired with effective problem-solving abilities.
• Excellent organizational skills and time management capabilities.
• Capability to multitask and prioritize workload in a remote setting effectively.
• Meticulous attention to detail and accuracy in all tasks.
• Customer-focused attitude with professionalism and positivity.
• Ability to work independently with minimal supervision.

Preferred Qualifications

• Experience working in remote team environments.
• Background in supporting customers from the MENA region.
• Familiarity with CRM tools including HubSpot, Salesforce, Zoho CRM, or equivalents.
• Experience using customer support platforms like Zendesk, Freshdesk, Intercom, or Gorgias.
• Knowledge of Microsoft Office 365 and Google Workspace applications.
• Experience using project management software such as Asana, ClickUp, Trello, Monday.com, or Jira.

Technical Requirements

• Reliable high-speed internet access.
• Quiet and professional home office setup.
• Personal computer capable of supporting business applications.
• Comfortable using cloud-based collaboration tools.

Core Competencies

• Customer-centric approach
• Superior communication skills
• Emotional intelligence with empathy
• Strong problem-solving and critical thinking
• Excellent organization and planning
• Effective time management
• Flexibility and adaptability
• Team-oriented collaboration
• Professionalism and ethical integrity
• Meticulous attention to detail
• Accountability and responsibility
• Confidentiality compliance

Key Performance Indicators (KPIs)

• Customer satisfaction (CSAT) levels
• First response time (FRT)
• Average resolution time (ART)
• First contact resolution (FCR) rate
• Customer retention and positive feedback
• Accuracy in administrative data and documentation
• Service level agreement (SLA) adherence
• Productivity and task completion rates

What We Offer

• Complete remote work setup.
• Competitive compensation package.
• Flexible working hours and arrangements.
• Growth opportunities through professional development.
• Supportive and inclusive team environment.
• Access to ongoing training and skill enhancement.
• Recognition programs linked to performance and career progression.

Equal Opportunity Employer

PULSE (MENA) values diversity and is committed to providing an inclusive workplace where all employees are respected, appreciated, and empowered. Applications are welcome from all qualified individuals regardless of race, ethnicity, gender, age, religion, disability, or any other protected status.