Customer Support Specialist Admin📣 إعلان

About PULSE (MENA)

PULSE (MENA) is dedicated to delivering exceptional customer experiences through innovative solutions, operational excellence, and a customer-first approach. The company empowers businesses and individuals across the Middle East and North Africa by providing reliable, responsive, and high-quality support services.

The Role: Customer Support Specialist Admin

PULSE (MENA) is seeking a Customer Support Specialist Admin to join its growing full-time remote team, based in Dammam, Eastern, Saudi Arabia. This role serves as a primary point of contact for customers while providing essential administrative support to ensure smooth daily operations. It 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 will be empathetic, highly organized, solution-oriented, and focused on creating positive customer experiences while maintaining accurate records and supporting internal teams. This position is suitable for candidates with 0-1 years of experience.

Key Responsibilities

• Respond to customer inquiries across various channels including email, live chat, phone, and WhatsApp, delivering professional, timely, and accurate responses.
• Efficiently resolve customer concerns and escalate complex issues to the appropriate departments for resolution.
• Track customer issues through to completion, ensuring regular follow-up and clear communication.
• Assist customers with account-related inquiries, product information, service requests, and troubleshooting.
• Maintain high customer satisfaction by providing personalized and solution-focused support.
• Accurately document all customer interactions within the CRM or designated customer support platform.
• Identify recurring customer issues and recommend process improvements to enhance service quality.
• 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 as required.
• Assist with data entry, document management, and various 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 administrative projects and operational tasks.
• Collaborate with Operations, Sales, Product, and Technical teams to resolve customer concerns effectively.
• Monitor customer feedback and identify opportunities for service quality improvement.
• Contribute to the development of knowledge base articles, FAQs, and internal support documentation.
• Adhere to established company policies, procedures, and quality standards.
• Participate in team meetings, training sessions, and continuous improvement initiatives.

Required Qualifications and Skills

• 0-1 years of experience in customer support or administrative roles.
• Strong communication skills, both written and verbal.
• Demonstrated attention to detail and organizational abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Empathetic and solution-oriented approach to customer interactions.
• Proficiency in maintaining accurate records and supporting internal teams.

Technical and Operational Requirements

To effectively perform this role within a remote setup, candidates must meet the following technical and operational criteria:

• Reliable high-speed internet connection.
• A quiet and professional remote workspace.
• Personal computer capable of handling business applications.
• Ability to work proficiently with cloud-based collaboration tools.
• Commitment to achieving key performance indicators such as Customer Satisfaction (CSAT), First Response Time (FRT), Average Resolution Time (ART), First Contact Resolution (FCR), customer retention, administrative accuracy, data quality, SLA compliance, and overall productivity.

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.