Remote Customer Administrative Support Specialist

About PULSE (MENA)

PULSE (MENA) is dedicated to providing superior customer service and operational excellence throughout the MENA region. We are seeking a well-organized, proactive, and detail-conscious Remote Customer Administrative Support Specialist to strengthen our expanding team. This position suits individuals who enjoy assisting customers, managing administrative workflows, and supporting smooth operations in a dynamic remote setting.

Position Overview

In this role, you will act as the main contact for customer administrative inquiries and provide vital operational assistance to internal teams. Responsibilities include managing communication with customers, maintaining precise records, coordinating administrative duties, and ensuring excellent customer satisfaction.

Key Responsibilities

• Respond swiftly and professionally to customers through email, chat, phone, and other channels.
• Provide clear and accurate information about products, services, policies, and procedures.
• Effectively resolve customer issues while keeping a positive customer experience.
• Refer complex issues to relevant departments as needed.
• Follow up to confirm resolution of customer concerns.
• Maintain accurate customer records and handle administrative forms and documentation.
• Create reports, spreadsheets, and support scheduling of meetings and appointments.
• Organize digital files and update databases efficiently.
• Collaborate with internal teams to ensure prompt handling of customer requests and cases.
• Monitor workflows and suggest process enhancements.
• Assist with onboarding documentation and operational projects.
• Maintain clear communication within a fully remote team environment through meetings and trainings.
• Provide feedback to improve services based on customer insights.

Required Qualifications

• Bachelor’s degree or equivalent professional experience.
• 1 to 3 years of experience in customer service, administrative support, or virtual assistance roles.
• Strong written and verbal English communication; Arabic proficiency is preferred.
• Exceptional organizational skills, attention to detail, and time management capabilities.
• Ability to multitask, prioritize, and meet deadlines independently with minimal supervision.
• Critical thinking and problem-solving strengths coupled with a professional, customer-centric approach.

Technical Proficiencies

• Proficient with Microsoft Office (Word, Excel, Outlook, PowerPoint) and Google Workspace (Docs, Sheets, Drive, Calendar).
• Experienced in CRM platforms such as Salesforce, HubSpot, Zoho CRM, or equivalents.
• Familiar with customer support software like Zendesk, Freshdesk, or Intercom.
• Knowledgeable in video conferencing tools including Zoom, Microsoft Teams, and Google Meet.
• Experienced in project management tools such as Trello, Asana, Monday.com, or ClickUp.

Preferred Qualifications

• Prior experience supporting customers in the MENA region.
• Remote work experience in distributed teams.
• Understanding of customer success and experience methodologies.
• Handling sensitive customer data confidentially.
• Expertise in streamlining administrative processes and workflows.

Core Competencies

• Customer-focused attitude and communication excellence.
• Organizational prowess with high professionalism and attention to detail.
• Adaptability, collaborative spirit, accountability, initiative, and strong time management.
• Maintaining confidentiality and integrity in all work.

Performance Metrics

• High customer satisfaction and prompt service resolution.
• Accuracy in administrative tasks and timely completion.
• Effective communication within the team and adherence to company policies.
• Contributions toward operational improvements.

Working Environment and Conditions

• This is a fully remote position within the MENA region.
• Requires reliable high-speed internet and a quiet, professional home office setup.
• Flexibility to accommodate shift schedules as per business requirements.
• Availability for virtual meetings and training sessions is essential.

Benefits

• Competitive salary package.
• Opportunity for remote working.
• Access to professional growth and training programs.
• Career development within an expanding organization.
• Collaborative and supportive team culture emphasizing recognition and advancement.
• Work with a diverse international team.

Equal Opportunity Employment

PULSE (MENA) is committed to fostering an inclusive workplace valuing diversity. Employment decisions are made on qualifications, merit, and business needs, welcoming candidates from all backgrounds.