Customer Service Admin Representative

About PULSE (MENA)

PULSE (MENA) is a progressive organization dedicated to providing outstanding customer experiences and operational excellence across the Middle East and North Africa region. We combine excellent customer support with streamlined administrative processes to ensure smooth service delivery for our clients and consumers.

Role Overview

We are expanding our team and seeking a well-organized and customer-oriented Customer Service Admin Representative who excels in a remote work environment and enjoys managing both customer-facing tasks and administrative duties.

Primary Responsibilities

• Handle customer inquiries professionally through various channels including phone, email, live chat, WhatsApp, and social media.
• Deliver precise and clear information about products, services, company policies, and procedures.
• Efficiently resolve customer issues, ensuring high levels of satisfaction.
• Escalate complex concerns to relevant departments and track resolution progress.
• Maintain courteous and professional relationships with customers.
• Process and accurately manage customer requests, applications, and service documents.
• Update and maintain customer databases and CRM systems.
• Prepare reports, spreadsheets, and essential administrative documents.
• Organize digital and physical files to ensure effective record keeping.
• Assist with appointment scheduling, meetings, and follow-up communications.
• Support internal teams by undertaking various administrative tasks as needed.
• Ensure accurate documentation of all customer interactions and service requests while safeguarding confidential information.
• Generate operational reports and contribute to tracking performance metrics.
• Collaborate seamlessly across departments such as Operations, Sales, Finance, and Human Resources.
• Follow up diligently on pending customer requests and internal tasks.
• Communicate timely updates to customers with professionalism.
• Contribute to improving administrative workflows and customer service procedures.
• Adhere to set performance benchmarks including accuracy, speed, and professionalism in service delivery.

Qualifications & Skills

• Minimum education required is a high school diploma; Associate's or Bachelor's degree is preferred.
• 1 to 2 years of experience in customer service, administrative support, or office roles.
• Experience in remote customer support or administrative jobs is advantageous.
• Strong proficiency with computers and ability to adapt quickly to new software systems.
• Familiarity with CRM platforms and office productivity suites such as Microsoft Office or Google Workspace.
• Exceptional verbal and written communication skills with professional phone and email etiquette.
• Highly organized with the ability to multitask and maintain meticulous attention to detail.
• Competent in data entry, record management, and meeting deadlines.
• Experience with virtual collaboration tools such as Microsoft Teams, Zoom, or Google Meet.
• Strong analytical, problem-solving, and decision-making skills capable of handling pressure and adapting to shifting priorities.
• Preferred background includes experience in BPO, e-commerce, healthcare, education, technology, or professional services.
• Knowledge of customer ticketing systems, administrative best practices, and supporting remote teams adds value.
• Fluency in English (speaking and writing) is required; proficiency in Arabic and other regional languages is highly desirable.
• Candidates must have a reliable high-speed internet connection, a suitable computer, a quiet professional home workspace, noise-cancelling headset with microphone, and a webcam for meetings and training.

Work Schedule

• This is a full-time remote position with flexible working hours based on business needs.
• The role may require shifts during weekends or public holidays.
• Availability to assist customers across multiple MENA time zones is necessary.

Performance Metrics

• Customer Satisfaction (CSAT)
• First Contact Resolution (FCR)
• Accuracy and quality of administrative data
• Timely responses and resolution
• Completion of tasks within deadlines
• Quality Assurance (QA) score adherence
• Attendance and compliance with schedules
• Overall productivity and efficiency in operations

Benefits & Culture

• Full remote work setup.
• Competitive salary package with performance-based bonuses.
• Comprehensive onboarding and continuous training programs.
• Opportunities for professional growth and advancement.
• Supportive team environment focused on collaboration.
• Access to cutting-edge digital tools and technology.
• Employee wellness programs and engagement activities promoting a positive work atmosphere.

Core Competencies

• A customer-centric approach.
• High standards of professionalism and integrity.
• Strong ownership and accountability.
• Excellent organizational skills and attention to detail.
• Adaptability to changing environments.
• Effective communication and teamwork.
• Analytical mindset with continuous improvement focus.

Diversity & Inclusion

PULSE (MENA) values diversity and inclusion, fostering a workplace where every employee is respected and appreciated. Applications are welcome from all qualified individuals without regard to gender, nationality, age, disability, religion, or background.