Remote Customer Administrative Support Specialist

About PULSE (MENA)

PULSE (MENA) is a dedicated customer-centric company committed to providing excellent services and operational efficiency throughout the MENA region. We are recruiting a focused, proactive, and detail-conscious Remote Customer Administrative Support Specialist to strengthen our expanding team. This role suits individuals who enjoy assisting customers, managing administrative tasks, and supporting smooth daily operations within a fast-paced remote setting.

Position Summary

In this role, you will be the main contact for customer administrative queries and offer critical operational support to internal teams. Your responsibilities include handling customer communications, keeping precise records, managing administrative workflows, and upholding high customer satisfaction.

Primary Responsibilities

• Reply promptly and professionally to customers via email, chat, phone, and other channels.
• Provide detailed, accurate information about products, services, policies, and procedures.
• Efficiently address customer concerns while preserving a positive experience.
• Escalate complex issues appropriately and follow up to ensure resolution.
• Maintain precise customer records and handle requests, updates, documentation, and forms accurately.
• Create reports, spreadsheets, and necessary business documents.
• Coordinate meetings, manage calendars, organize digital files, and maintain documentation.
• Support data entry, record management, and database updates.
• Liaise with internal departments to fulfill customer requests efficiently.
• Track and follow up on pending customer cases.
• Monitor workflows, identify process improvements, and assist with onboarding and administration projects.
• Collaborate with cross-functional teams remotely, ensuring professional and prompt communication.
• Participate in virtual meetings and training while sharing feedback to enhance service quality.

Required Qualifications

• Bachelor's degree or equivalent experience.
• 1 to 3 years in customer service, administrative support, virtual assistance, or similar roles.
• Strong English communication skills, both written and verbal.
• Arabic language skills strongly desired.
• Excellent organization, time management, and attention to detail.
• Ability to manage multiple priorities and meet deadlines independently.
• Proven problem-solving and critical-thinking capabilities.
• Professional, customer-focused approach.

Technical Proficiencies

• Microsoft Office (Word, Excel, Outlook, PowerPoint)
• Google Workspace (Docs, Sheets, Drive, Calendar)
• CRM systems such as Salesforce, HubSpot, Zoho CRM, or equivalents
• Customer support platforms like Zendesk, Freshdesk, Intercom, or similar
• Video conferencing tools including Zoom, Microsoft Teams, Google Meet
• Project management applications such as Trello, Asana, Monday.com, or ClickUp

Preferred Experience

• Background supporting customers in the MENA region.
• Experience in remote or distributed team environments.
• Knowledge of customer success and experience best practices.
• Handling confidential customer data securely.
• Understanding of administrative process optimization.

Core Competencies and Traits

• Customer-centric mindset
• Excellent communication skills
• Strong organizational skills
• Professionalism and integrity
• Attention to detail
• Adaptability and flexibility
• Effective problem-solving
• Collaborative team player
• Accountability and initiative
• Effective time management
• Maintains confidentiality

Performance Indicators

• Customer satisfaction and service excellence
• Timely response and issue resolution
• Accuracy and quality of administrative tasks
• Completion of assigned tasks on schedule
• Effective internal communication
• Adherence to policies and procedures
• Contributions to operational improvements

Work Environment and Conditions

• This is a fully remote position based within the MENA region.
• Requires stable high-speed internet and a quiet, professional home office.
• Flexible to work assigned shifts according to business demands.
• Availability for virtual meetings and training sessions is necessary.

Benefits and Opportunities

• Competitive salary package.
• Complete remote working setup.
• Access to professional development and training.
• Potential for growth within a developing company.
• Inclusive, supportive teamwork culture.
• Recognition of performance and prospects for advancement.
• Opportunity to collaborate with a diverse, international team.

Equal Opportunity Employer

PULSE (MENA) values diversity and is committed to an inclusive work environment. Employment decisions are based solely on qualifications, merit, and organizational needs, welcoming applicants from all backgrounds.