Customer Support Specialist Admin (Remote)

About PULSE (MENA)

PULSE (MENA) is a forward-thinking organization dedicated to revolutionizing customer experiences across the Middle East and North Africa. By leveraging cutting-edge solutions, operational precision, and an unwavering commitment to customer satisfaction, we empower businesses and individuals throughout the region. Our mission is to deliver unparalleled support services characterized by reliability, responsiveness, and exceptional quality. To achieve this, we are seeking a dynamic and customer-centric Customer Support Specialist Admin to join our expanding remote team and contribute to our continued growth.

Position Overview

The Customer Support Specialist Admin plays a pivotal role as the frontline liaison between our organization and its customers, while simultaneously providing critical administrative support to ensure seamless daily operations. This position demands a unique blend of customer service excellence and administrative coordination, requiring exceptional communication skills, meticulous attention to detail, and the capacity to manage multiple priorities within a fast-paced remote work environment. The ideal candidate will demonstrate empathy, strong organizational abilities, a solution-driven mindset, and a genuine passion for fostering positive customer experiences while maintaining precise records and collaborating effectively with internal teams.

Key Responsibilities

Customer Support

• Serve as the primary point of contact for customers, addressing inquiries through email, live chat, phone, WhatsApp, and other designated communication channels.
• Provide professional, timely, and accurate responses to customer concerns while ensuring a consistently positive experience.
• Resolve customer issues efficiently and escalate complex matters to the appropriate departments for further action.
• Monitor and track customer issues from initial contact to resolution, ensuring regular follow-up and transparent communication.
• Assist customers with account-related inquiries, product details, service requests, and troubleshooting to enhance their overall experience.
• Document all customer interactions meticulously within the CRM or customer support platform to maintain a comprehensive record of engagements.
• Identify recurring customer challenges and propose actionable process improvements to enhance service delivery.

Administrative Support

• Maintain and update customer records, databases, and internal documentation to ensure accuracy and accessibility.
• Prepare detailed reports on customer interactions, response times, and service performance metrics for internal review.
• Schedule meetings, appointments, and follow-up activities as required to support operational efficiency.
• Assist with data entry, document management, and administrative workflows to streamline internal processes.
• Coordinate with cross-functional teams, including Operations, Sales, Product, and Technical departments, to ensure prompt resolution of customer requests.
• Support onboarding documentation and internal administrative processes to facilitate smooth transitions for new team members and customers.
• Organize digital files and maintain accurate operational records to support compliance and reporting requirements.
• Assist management with various administrative projects and operational tasks to drive continuous improvement.

Operations & Collaboration

• Collaborate closely with Operations, Sales, Product, and Technical teams to resolve customer concerns and align support strategies with organizational goals.
• Monitor customer feedback to identify trends and opportunities for enhancing service quality and customer satisfaction.
• Contribute to the development of knowledge base articles, FAQs, and internal support documentation to empower both customers and team members.
• Adhere to established policies, procedures, and quality standards to ensure consistency and compliance in all customer interactions.
• Participate actively in team meetings, training sessions, and continuous improvement initiatives to foster professional growth and operational excellence.

Required Qualifications

• Bachelor's degree or equivalent professional experience in a related field.
• Minimum of two years of experience in customer service, customer support, administration, or a comparable role.
• Outstanding verbal and written communication skills in English, with the ability to articulate information clearly and professionally.
• Proficiency in Arabic is highly advantageous and may be required for certain customer interactions.
• Exceptional interpersonal skills with a strong focus on problem-solving and conflict resolution.
• Highly developed organizational and time management capabilities to thrive in a remote work setting.
• Ability to multitask effectively and prioritize tasks in a dynamic, fast-paced environment.
• Meticulous attention to detail and a commitment to maintaining accuracy in all documentation and processes.
• Demonstrated customer-first mindset with a professional, positive, and solution-oriented attitude.
• Capacity to work independently with minimal supervision while maintaining high performance standards.

Preferred Qualifications

• Prior experience working within a remote team environment.
• Familiarity with supporting customers across the Middle East and North Africa region.
• Proficiency in CRM systems such as HubSpot, Salesforce, Zoho CRM, or similar platforms.
• Experience with customer support software including Zendesk, Freshdesk, Intercom, or Gorgias.
• Strong working knowledge of Microsoft Office 365 and Google Workspace applications.
• Experience with project management tools such as Asana, ClickUp, Trello, or equivalent platforms.