Customer Service Admin Representative (Remote Role)

About PULSE (MENA)

PULSE (MENA) is a forward-thinking organization committed to delivering exceptional customer experiences and operational excellence across the Middle East and North Africa. We combine outstanding customer support with efficient administrative processes to ensure seamless service delivery for our clients and customers.

As we continue to grow, we are seeking a highly organized and customer-focused Customer Service Admin Representative who thrives in a remote work environment and enjoys balancing customer interactions with administrative responsibilities.

Position Overview

The Customer Service Admin Representative is responsible for providing exceptional customer support while managing a variety of administrative tasks that contribute to the smooth operation of the business. This role requires excellent communication skills, strong organizational abilities, attention to detail, and the ability to multitask effectively.

The successful candidate will serve as a key point of contact for customers while ensuring accurate documentation, timely follow-ups, and efficient coordination with internal teams.

Key Responsibilities

Customer Support

• Respond professionally to customer inquiries via phone, email, live chat, WhatsApp, and social media.
• Provide accurate information regarding products, services, company policies, and procedures.
• Resolve customer concerns efficiently while maintaining a high level of customer satisfaction.
• Escalate complex issues to the appropriate departments and monitor progress until resolution.
• Maintain positive and professional customer relationships.
  
  

Administrative Support

• Process customer requests, applications, and service records accurately.
• Maintain and update customer databases and CRM systems.
• Prepare reports, spreadsheets, and administrative documentation.
• Organize digital files and ensure accurate record keeping.
• Assist with scheduling appointments, meetings, and follow-up communications.
• Support internal teams with administrative tasks as required.
  
  

Documentation & Data Management

• Accurately document all customer interactions and service requests.
• Ensure customer records remain current and complete.
• Verify data accuracy and maintain confidentiality of sensitive information.
• Generate reports and assist in tracking operational metrics.
  
  

Coordination & Communication

• Collaborate with Operations, Sales, Finance, Human Resources, and other internal departments.
• Follow up on pending customer requests and internal action items.
• Communicate updates to customers in a timely and professional manner.
• Assist in improving administrative workflows and customer service processes.
  
  

Performance

• Meet established customer service and administrative performance standards.
• Ensure timely completion of assigned administrative tasks.
• Maintain high levels of accuracy, responsiveness, and professionalism.
  
  

Required Qualifications

• High school diploma required; Associate's or Bachelor's degree preferred.
• Minimum of 1–2 years of experience in customer service, administration, office support, or a related role.
• Previous experience in remote customer support or administrative positions is an advantage.
• Strong computer literacy with the ability to quickly learn new systems.
• Experience using CRM platforms and office productivity software.
• Proficiency in Microsoft Office or Google Workspace.
  
  

Required Skills

Customer Service

• Excellent verbal and written communication skills.
• Professional telephone and email etiquette.
• Strong active listening and interpersonal skills.
• Customer-focused mindset with empathy and patience.
  
  

Administrative

• Strong organizational and multitasking abilities.
• Excellent attention to detail.
• Accurate data entry and record management skills.
• Ability to prioritize multiple tasks while meeting deadlines.
  
  

Technical

• Experience using CRM systems.
• Proficiency in Microsoft Excel, Word, Outlook, and Google Workspace.
• Familiarity with document management and cloud-based collaboration tools.
• Comfortable using virtual communication platforms such as Microsoft Teams, Zoom, or Google Meet.
  
  

Problem Solving

• Strong analytical and decision-making skills.
• Ability to resolve customer concerns independently.
• Adaptability in handling changing priorities.
• Ability to work effectively under pressure.
  
  

Preferred Qualifications

• Experience in BPO, e-commerce, healthcare, education, technology, or professional services.
• Familiarity with customer ticketing systems.
• Knowledge of administrative best practices.
• Experience supporting distributed or remote teams.
  
  

Language Requirements

• Fluent in English (spoken and written).
• Arabic proficiency is highly preferred.
• Additional regional languages are considered an advantage.
  
  

Technical Requirements

Candidates Must Have

• Reliable high-speed internet connection.
• Personal laptop or desktop meeting company requirements.
• Quiet and professional home office environment.
• Noise-cancelling headset with microphone.
• Webcam for virtual meetings and training.
  
  

Working Hours

• Full-time remote position.
• Flexible shifts depending on business needs.
• May include weekends or public holidays when required.
• Availability to support customers across multiple MENA time zones.
  
  

Key Performance Indicators (KPIs)

Success In This Role Will Be Measured By

• Customer Satisfaction (CSAT)
• First Contact Resolution (FCR)
• Administrative accuracy and data quality
• Response and resolution times
• Task completion within deadlines
• Quality Assurance (QA) scores
• Attendance and schedule adherence
• Productivity and operational efficiency
  
  

What We Offer

• Fully remote work environment.
• Competitive salary.
• Performance-based incentives.
• Comprehensive onboarding and training.
• Professional development and career advancement opportunities.
• Collaborative and supportive team culture.
• Access to modern digital tools and technologies.
• Employee wellness and engagement initiatives.
  
  

Core Competencies

We Are Looking For Individuals Who Demonstrate

• Customer-first mindset
• Professionalism and integrity
• Accountability
• Strong organizational skills
• Attention to detail
• Adaptability
• Effective communication
• Team collaboration
• Problem-solving ability
• Commitment to continuous improvement
  
  

Equal Opportunity Employer

PULSE (MENA) is committed to fostering a diverse and inclusive workplace where all employees are valued and respected. We welcome applications from qualified candidates regardless of gender, nationality, age, disability, religion, or background.

How to Apply

If you are passionate about delivering outstanding customer service while supporting efficient business operations, we encourage you to apply.

Join PULSE (MENA) and become part of a remote-first team dedicated to providing exceptional customer experiences and operational excellence across the MENA region.