Customer Service Admin Representative - Remote

About PULSE (MENA)

PULSE (MENA) is an innovative company dedicated to providing top-tier customer support alongside efficient administrative operations throughout the Middle East and North Africa, ensuring smooth and excellent service delivery.

Position Summary

The role of Customer Service Admin Representative involves delivering outstanding customer assistance while handling various administrative duties essential to business operations. It demands strong communication, excellent organizational skills, meticulous attention to detail, and effective multitasking in a remote work setting.

Primary Duties

• Respond thoughtfully to customer queries through phone, email, live chat, WhatsApp, and social media channels.
• Offer accurate information related to company products, policies, and services.
• Resolve customer issues promptly to maintain high satisfaction levels and escalate complex matters appropriately.
• Maintain professional and positive relationships with customers.
• Process customer requests and maintain precise records including CRM updates and documentation.
• Create reports and manage administrative files accurately.
• Assist with scheduling and support internal teams as needed.
• Ensure confidential handling of sensitive data and maintain thorough documentation of customer interactions.
• Coordinate with internal departments such as Operations, Sales, Finance, and HR to facilitate efficient workflows.
• Communicate updates to customers and assist with process improvements in service and administration.
• Meet or exceed established performance standards regarding customer service and administrative tasks completion.

Qualifications and Skills

• Minimum educational requirement is a high school diploma; however, an Associate's or Bachelor's degree is preferred.
• At least 1 to 2 years of experience in customer service, administrative support, or related fields, with remote work experience being favorable.
• Proficient with CRM platforms and office productivity tools like Microsoft Office or Google Workspace.
• Exceptional verbal and written communication skills coupled with professional etiquette.
• Strong organizational capabilities, multitasking skills, and accuracy in data management.
• Technical proficiency with virtual collaboration tools (e.g., Teams, Zoom), and familiarity with cloud-based document management.
• Problem-solving skills, adaptability, and ability to work effectively under pressure.
• Language fluency in English is mandatory; Arabic and other regional languages are advantageous.
• Reliable high-speed internet, personal computer, and professional home office setup with necessary peripherals are required.

Work Schedule and Environment

• This is a full-time remote role offering flexible shifts that may involve weekends or public holidays as per business needs.
• Service coverage across multiple MENA time zones is required.

Performance Indicators

• Customer Satisfaction (CSAT), First Contact Resolution (FCR), data accuracy, response and resolution timing, adherence to deadlines, quality assurance scores, attendance, and overall productivity are metrics used to evaluate success.

Benefits and Culture

• Work fully remotely with a competitive compensation package including performance bonuses.
• Comprehensive onboarding and ongoing training with opportunities for career growth.
• Supportive and collaborative team environment equipped with modern digital tools.
• Wellness and employee engagement programs.

Equal Opportunity Statement

PULSE (MENA) is committed to diversity and inclusiveness, encouraging applications from candidates regardless of gender, nationality, age, disability, religion, or background.