Customer Service Admin Representative (Remote)

About PULSE (MENA)

PULSE (MENA) is a progressive organization dedicated to delivering top-tier customer experiences and achieving operational excellence throughout the Middle East and North Africa region. We integrate superior customer support with streamlined administrative operations to ensure outstanding service delivery for both clients and customers.

Position Summary

We are looking for a detail-oriented and customer-centric Customer Service Admin Representative who excels in a remote working environment and can effectively juggle customer engagement with administrative duties. This role involves being a primary point of contact for customers while also handling essential business documentation, follow-ups, and internal coordination.

Core Duties

• Respond courteously and professionally to customer inquiries received through various channels including phone, email, live chat, WhatsApp, and social media.
• Offer precise and up-to-date information about company products, services, rules, and procedures.
• Handle and resolve customer issues swiftly, preserving high satisfaction levels.
• Refer complex problems to appropriate departments and oversee their resolution.
• Build and maintain constructive and professional customer relationships.
• Accurately process customer applications, requests, and service records.
• Update and maintain customer information in databases and CRM tools.
• Compile reports, spreadsheets, and other administrative paperwork.
• Manage digital file organization and accurate record keeping.
• Help schedule appointments, meetings, and follow-up communications.
• Assist various internal teams with clerical duties.
• Document every customer interaction and service case methodically.
• Ensure information accuracy and confidentiality of sensitive data.
• Produce reports and help track operational metrics.
• Coordinate effectively with departments like Operations, Sales, Finance, and HR.
• Follow up on unresolved customer and internal requests.
• Communicate updates timely and professionally to customers.
• Contribute ideas to enhance administrative workflows and customer service methods.
• Meet and maintain performance standards for customer service and administrative responsibilities.
• Complete assigned tasks promptly with attention to accuracy and professionalism.

Qualifications

• High school diploma required; preferred candidates will hold an Associate's or Bachelor's degree.
• At least 1 to 2 years of experience in customer service, administration, office support, or similar roles.
• Background in remote customer support or administrative functions is advantageous.
• Strong computer skills and quick adaptability to new software systems.
• Familiarity with CRM platforms and office productivity tools such as Microsoft Office or Google Workspace.

Skills

• Excellent verbal and written communication abilities.
• Professionalism in telephone and email etiquette.
• Strong listening and interpersonal skills with a customer-oriented approach.
• Organizational strength and the ability to manage multiple priorities.
• Meticulous attention to detail and accuracy in data handling.
• Competence in CRM systems and virtual collaboration tools like Microsoft Teams, Zoom, or Google Meet.
• Effective problem-solving and decision-making skills under pressure.

Preferred Experience

• Experience in sectors such as BPO, e-commerce, healthcare, education, technology, or professional services.
• Knowledge of customer ticketing systems and best practices in administration.
• Experience working with distributed or remote teams.

Language Skills

• Fluent English communication, both spoken and written.
• Proficiency in Arabic is highly desirable.
• Additional regional languages will be considered a plus.

Technical & Work Environment Requirements

• Reliable high-speed internet connection.
• A personal laptop or desktop computer that meets company standards.
• A quiet, professional home office setup.
• Noise-cancelling headset with microphone and a webcam for virtual meetings and training.

Working Hours

• Full-time remote position with flexible shifts aligned to business demands.
• May require working during weekends or public holidays to support customers in multiple MENA time zones.

Performance Metrics

• Customer Satisfaction (CSAT)
• First Contact Resolution (FCR)
• Accuracy and quality of administrative data
• Responsiveness and resolution speed
• Timely task completion
• Quality Assurance (QA) scores
• Adherence to attendance and schedule
• Overall productivity and operational efficiency

Benefits

• Fully remote work arrangement.
• Competitive remuneration.
• Incentives based on performance.
• Comprehensive onboarding and ongoing training.
• Opportunities for career growth and professional development.
• A collaborative and supportive work culture.
• Access to up-to-date digital tools and technologies.
• Wellness and employee engagement initiatives.

Workplace Values

• A customer-first approach.
• Professionalism and honesty.
• Accountability and responsibility.
• Strong organizational skills and attention to detail.
• Flexibility and adaptability.
• Effective communication and teamwork.
• Problem-solving capabilities.
• Continuous improvement commitment.

Equal Opportunity

PULSE (MENA) is dedicated to maintaining a diverse and inclusive environment where all employees are respected and valued irrespective of gender, nationality, age, disability, religion, or background.