Customer Support Specialist Admin (Remote)

About PULSE (MENA)

PULSE (MENA) is a forward-thinking organization dedicated to redefining customer experiences through cutting-edge solutions, operational precision, and an unwavering commitment to customer-centricity. Serving as a trusted partner across the Middle East and North Africa, we empower businesses and individuals by delivering responsive, high-quality support services tailored to meet evolving market demands. To further strengthen our remote operations, we are seeking a dynamic and detail-oriented Customer Support Specialist Admin to join our expanding team.

Position Summary

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

Key Responsibilities

Customer Support

• Address and resolve customer inquiries across diverse communication channels, including email, live chat, phone, WhatsApp, and other designated platforms.
• Provide professional, timely, and accurate responses to customer concerns while upholding a consistently positive experience.
• Efficiently resolve customer issues and escalate complex or high-priority cases to the appropriate departments for further action.
• Monitor and track customer issues from initial contact through resolution, ensuring consistent follow-up and transparent communication.
• Assist customers with account-related inquiries, product details, service requests, and troubleshooting to enhance satisfaction and retention.
• Document all customer interactions meticulously within the CRM or customer support platform to maintain a comprehensive record of engagements.
• Analyze customer feedback and recurring issues to identify trends and propose actionable process improvements.
• Maintain high customer satisfaction ratings by delivering personalized and solution-driven support.

Administrative Support

• Maintain and update customer records, databases, and internal documentation to ensure data integrity and accessibility.
• Generate and distribute reports on customer interactions, response times, and service performance metrics to support data-driven decision-making.
• Schedule meetings, appointments, and follow-up activities as required, ensuring alignment with team and customer calendars.
• Perform data entry, document management, and administrative workflows with precision and efficiency.
• Coordinate with internal departments to facilitate the timely completion of customer requests and operational tasks.
• Assist with onboarding documentation and internal administrative processes to streamline workflows.
• Organize digital files and maintain accurate operational records to support compliance and operational continuity.
• Provide administrative support to management for various projects and operational initiatives.

Operations & Collaboration

• Collaborate closely with Operations, Sales, Product, and Technical teams to resolve customer concerns and enhance service delivery.
• Monitor customer feedback and identify opportunities to elevate service quality and operational efficiency.
• 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.
• Participate actively in team meetings, training sessions, and continuous improvement initiatives to foster professional growth and operational excellence.

Required Qualifications

• Bachelor’s degree in Business Administration, Communications, or a related field; or equivalent professional experience.
• Minimum of two years of experience in customer service, customer support, administration, or a comparable role.
• Exceptional verbal and written communication skills in English, with the ability to articulate complex information clearly and concisely.
• Proficiency in Arabic is highly advantageous for supporting customers across the MENA region.
• Strong interpersonal skills with a customer-first approach and a professional demeanor.
• Excellent problem-solving abilities and a solution-oriented mindset.
• Outstanding organizational and time management skills, with the capacity to multitask and prioritize effectively in a remote setting.
• High attention to detail and accuracy in all administrative and customer-facing tasks.
• Ability to work independently with minimal supervision while maintaining high productivity and accountability.

Preferred Qualifications

• Prior experience working within a remote or distributed team environment.
• Familiarity with CRM platforms such as HubSpot, Salesforce, Zoho CRM, or equivalent systems.
• Experience with customer support software including Zendesk, Freshdesk, Intercom, or Gorgias.
• Proficiency in Microsoft Office 365 and Google Workspace applications.
• Knowledge of project management tools such as Asana, ClickUp, or Trello is a plus.