Remote Customer Administrative Support Specialist

About PULSE (MENA)

PULSE (MENA) is dedicated to providing exceptional service and operational excellence across the Middle East and North Africa region. We seek an organized, proactive, detail-oriented individual for the role of Remote Customer Admin Support Specialist, perfect for those who thrive in customer service, administrative management, and remote, fast-paced environments.

Role Overview

This position acts as the main contact for customer administrative questions and offers key operational assistance to internal teams. Responsibilities include managing customer communication, upholding precise records, coordinating administrative procedures, and delivering excellent customer experiences.

Key Duties

• Respond promptly and professionally to customer inquiries through email, chat, phone, and other mediums.
• Provide correct information about products, policies, and services.
• Handle customer concerns effectively to maintain a positive experience and escalate complex cases appropriately.
• Follow up to confirm resolution of issues, ensuring customer satisfaction.
• Maintain and update accurate customer records and process administrative requests efficiently.
• Prepare reports and organize schedules and documentation for streamlined operations.
• Collaborate with internal departments to ensure timely completion of customer requests and improve workflow processes.
• Track cases, assist onboarding, support management projects, and participate actively in a remote team environment.

Qualifications

• Bachelor's degree or equivalent practical experience.
• At least 1 to 3 years in customer service, administrative support, virtual assistance, or related roles.
• Strong written and spoken English; Arabic language skills are greatly preferred.
• Excellent communication, organization, time management, detail orientation, and independent work capabilities.
• Professional, customer-centric approach with strong critical thinking and problem-solving abilities.

Technical Proficiencies

• Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Google Workspace tools (Docs, Sheets, Drive, Calendar)
• Customer Relationship Management platforms (Salesforce, HubSpot, Zoho CRM, or similar)
• Customer service software (Zendesk, Freshdesk, Intercom, or equivalents)
• Video conferencing solutions (Zoom, MS Teams, Google Meet)
• Project management tools like Trello, Asana, Monday.com, or ClickUp

Preferred Experience

• Prior experience in customer support roles focused on the MENA region.
• Remote working background in distributed teams.
• Knowledge of customer success frameworks and handling confidential data.
• Understanding of process improvement and workflow optimization.

Competencies

• Customer-oriented mindset and excellent interpersonal skills.
• Strong organizational and professional ethics.
• Detail-focused, adaptable, collaborative, accountable, self-motivated, and efficient time management.
• Commitment to confidentiality and integrity.

Performance Indicators

• Customer satisfaction and quality of service delivery.
• Speed and effectiveness in responding and resolving customer issues.
• Accuracy of administrative tasks and adherence to deadlines.
• Clear communication and policy compliance.
• Contribution to improving operational processes continuously.

Working Environment

• Fully remote work within the MENA region.
• Reliable high-speed internet and professional home office setup required.
• Flexibility to work assigned shifts as business demands.
• Participation in all virtual meetings and training sessions expected.

Benefits

• Competitive salary package.
• Complete remote work arrangement.
• Access to professional growth and training sessions.
• Opportunities to advance within a growing organization.
• Supportive and collaborative team culture.
• Recognition for performance and professional development.
• Working alongside a diverse international workforce.

Equal Opportunity

PULSE (MENA) champions diversity and inclusivity, encouraging all qualified candidates to apply regardless of background. Recruitment decisions are based strictly on merit, qualifications, and business requirements.