Customer Support Specialist Admin (Remote)

Join PULSE (MENA) as a Customer Support Specialist Admin

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

The Customer Support Specialist Admin serves as the primary point of contact for customers, providing exceptional service and 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.

• Key Responsibilities:
• Respond to customer inquiries via various communication channels, delivering professional, timely, and accurate responses while maintaining a positive customer experience.
• Resolve customer concerns efficiently, escalating complex issues to the appropriate departments, and tracking issues through resolution with regular follow-up and communication.
• Assist customers with account-related inquiries, product information, service requests, and troubleshooting, maintaining high customer satisfaction through personalized and solution-focused support.
• Document all customer interactions accurately within the CRM or customer support platform, identifying recurring issues and recommending process improvements.
• Maintain and update customer records, databases, and internal documentation, preparing reports on customer interactions, response times, and service performance.
• Coordinate with internal departments to ensure customer requests are completed promptly, supporting onboarding documentation and internal administrative processes.
• Work closely with Operations, Sales, Product, and Technical teams to resolve customer concerns, monitor customer feedback, and contribute to knowledge base articles and internal support documentation.

The ideal candidate holds a Bachelor's degree or equivalent work experience, with 2+ years in customer service, customer support, administration, or a similar role. Excellent verbal and written communication skills in English are essential, with Arabic language proficiency highly desirable. Strong interpersonal and problem-solving skills, excellent organizational and time management abilities, and a strong customer-first mindset are also required.

Preferred qualifications include experience working in a remote team, supporting customers across the MENA region, familiarity with CRM and customer support software, and experience with project management tools.