Customer Service Administrative Representative (Remote)

About PULSE (MENA)

PULSE (MENA) is an innovative company aiming to provide superior customer experiences and operational excellence throughout the Middle East and North Africa. We integrate top-notch customer service with efficient administrative support to deliver seamless solutions for our clientele.

Role Summary

The Customer Service Administrative Representative operates in a remote setting and balances engaging customer interactions with essential administrative duties. This individual must possess outstanding communication, organizational skills, meticulous attention to detail, and the ability to handle multiple tasks effectively. As a vital contact point, the role involves ensuring accurate documentation, prompt follow-ups, and smooth coordination among different teams.

Key Responsibilities

• Engage professionally with customers through phone, email, chat, WhatsApp, and social media channels.
• Provide precise details about products, services, policies, and internal procedures.
• Efficiently resolve customer issues while maintaining high satisfaction levels.
• Refer complex problems to relevant departments and track resolution progress.
• Build and maintain positive customer relationships.
• Accurately handle customer requests, applications, and service records.
• Maintain and update CRM databases and customer information.
• Prepare necessary reports and administrative documents.
• Organize digital files ensuring proper record management.
• Assist in scheduling meetings, appointments, and follow-ups.
• Support internal teams with various administrative activities as needed.
• Document customer interactions and service requests with precision.
• Maintain current and complete customer records while ensuring confidentiality.
• Generate reports to track operational metrics.
• Collaborate with departments including Operations, Sales, Finance, and HR.
• Follow up on pending customer requests and internal tasks.
• Provide timely customer updates in a professional manner.
• Help improve administrative workflows and customer service procedures.
• Meet designated customer service and administrative KPIs such as CSAT, FCR, data quality, response times, task deadlines, QA scores, attendance, and productivity.

Qualifications and Skills

• High school diploma required; Associate's or Bachelor’s degree preferred.
• At least 1 to 2 years of experience in customer service, administrative support, or related fields.
• Previous remote work experience in customer support or administration is advantageous.
• Proficient computer skills with ability to swiftly learn new software.
• Hands-on experience with CRM systems and office productivity tools (Microsoft Office, Google Workspace).
• Excellent verbal and written communication, including phone and email etiquette.
• Strong interpersonal, active listening skills, patience, and empathy.
• Exceptional organizational capacity and multitasking skills with keen attention to detail.
• Accurate data entry and record management abilities.
• Comfortable with virtual communication tools like Microsoft Teams, Zoom, or Google Meet.
• Effective problem-solving skills with adaptability and capacity to work under pressure.
• Arabic language skills highly preferred; additional regional language knowledge is a plus.

Technical and Work Environment Requirements

• Reliable high-speed internet connection.
• Personal desktop or laptop meeting company standards.
• Quiet, professional home office setup.
• Noise-cancelling headset with microphone.
• Webcam for virtual meetings and training sessions.
• Flexibility to work across varied shifts including weekends or public holidays to support the MENA region.

What We Provide

• Fully remote working arrangement.
• Competitive remuneration with performance-based incentives.
• Comprehensive onboarding and ongoing training programs.
• Opportunities for professional growth and career advancement.
• A collaborative and supportive team environment.
• Access to modern digital tools and wellness initiatives.

Diversity & Inclusion

PULSE (MENA) is devoted to building an inclusive, diverse workforce where all team members are respected and valued regardless of gender, nationality, age, disability, religion, or background.