Customer Support Specialist Admin (Remote)

About PULSE (MENA)

PULSE (MENA) is committed to delivering exceptional customer experiences through innovative solutions, operational excellence, and a customer-first mindset. We empower businesses and individuals across the Middle East and North Africa by providing reliable, responsive, and high-quality support services. We are looking for a proactive, organized, and customer-focused Customer Support Specialist Admin to join our growing remote team.

Position Summary

The Customer Support Specialist Admin serves as the primary point of contact for customers while providing essential administrative support to ensure smooth day-to-day operations. This role combines customer service excellence with administrative coordination, requiring strong communication skills, attention to detail, and the ability to manage multiple priorities in a fast-paced remote environment.

The ideal candidate is empathetic, highly organized, solution-oriented, and passionate about creating positive customer experiences while maintaining accurate records and supporting internal teams.

Key Responsibilities

Customer Support

• Respond to customer inquiries via email, live chat, phone, WhatsApp, and other communication channels.
• Deliver professional, timely, and accurate responses while maintaining a positive customer experience.
• Resolve customer concerns efficiently and escalate complex issues to the appropriate departments.
• Track customer issues through resolution while ensuring regular follow-up and communication.
• Assist customers with account-related inquiries, product information, service requests, and troubleshooting.
• Maintain high customer satisfaction by providing personalized and solution-focused support.
• Document all customer interactions accurately within the CRM or customer support platform.
• Identify recurring customer issues and recommend process improvements.
  
  

Administrative Support

• Maintain and update customer records, databases, and internal documentation.
• Prepare reports on customer interactions, response times, and service performance.
• Schedule meetings, appointments, and follow-up activities when required.
• Assist with data entry, document management, and administrative workflows.
• Coordinate with internal departments to ensure customer requests are completed promptly.
• Support onboarding documentation and internal administrative processes.
• Organize digital files and maintain accurate operational records.
• Assist management with various administrative projects and operational tasks.
  
  

Operations & Collaboration

• Work closely with Operations, Sales, Product, and Technical teams to resolve customer concerns.
• Monitor customer feedback and identify opportunities to improve service quality.
• Contribute to knowledge base articles, FAQs, and internal support documentation.
• Follow established policies, procedures, and quality standards.
• Participate in team meetings, training sessions, and continuous improvement initiatives.
  
  

Required Qualifications

• Bachelor's degree or equivalent work experience.
• 2+ years of experience in customer service, customer support, administration, or a similar role.
• Excellent verbal and written communication skills in English.
• Arabic language proficiency is highly desirable.
• Strong interpersonal and problem-solving skills.
• Excellent organizational and time management abilities.
• Ability to multitask and prioritize effectively in a remote work environment.
• High attention to detail and accuracy.
• Strong customer-first mindset with a professional and positive attitude.
• Ability to work independently with minimal supervision.
  
  

Preferred Qualifications

• Experience working in a remote team.
• Experience supporting customers across the MENA region.
• Familiarity with CRM systems such as HubSpot, Salesforce, Zoho CRM, or similar platforms.
• Experience with customer support software such as Zendesk, Freshdesk, Intercom, or Gorgias.
• Knowledge of Microsoft Office 365 and Google Workspace.
• Experience with project management tools such as Asana, ClickUp, Trello, Monday.com, or Jira.
  
  

Technical Requirements

• Reliable high-speed internet connection.
• Quiet and professional remote workspace.
• Personal computer capable of handling business applications.
• Ability to work with cloud-based collaboration tools.
  
  

Core Competencies

• Customer-centric mindset
• Excellent communication skills
• Emotional intelligence and empathy
• Problem-solving and critical thinking
• Organization and planning
• Time management
• Adaptability and flexibility
• Team collaboration
• Professionalism and integrity
• Attention to detail
• Accountability
• Confidentiality
  
  

Key Performance Indicators (KPIs)

• Customer Satisfaction (CSAT)
• First Response Time (FRT)
• Average Resolution Time (ART)
• First Contact Resolution (FCR)
• Customer retention and positive feedback
• Administrative accuracy and data quality
• SLA compliance
• Productivity and task completion
  
  

What We Offer

• Fully remote work environment.
• Competitive salary.
• Flexible working arrangements.
• Opportunities for professional development and career growth.
• Collaborative and inclusive team culture.
• Ongoing training and learning opportunities.
• Performance-based recognition and career advancement.
  
  

Equal Opportunity Employer

PULSE (MENA) is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive workplace where all employees are valued, respected, and empowered to succeed. We welcome applications from qualified candidates regardless of race, ethnicity, gender, age, religion, disability, or any other protected characteristic.