Customer Support Specialist Admin📣 Job Ad

About the Role

PULSE (MENA) is seeking a Customer Support Specialist Admin to join its remote team in Medina, Al Madinah. This full-time role is designed for individuals with 0-1 years of experience who are proactive, organized, and customer-focused. The position serves as a primary point of contact for customers while providing essential administrative support to ensure smooth daily operations, combining customer service excellence with administrative coordination.

Key Responsibilities

• Customer Support: Respond to customer inquiries via email, live chat, phone, and WhatsApp. Deliver professional, timely, and accurate responses, resolve concerns efficiently, and escalate complex issues. Track customer issues through resolution, assist with account-related inquiries, and maintain high customer satisfaction through solution-focused support. Document all customer interactions accurately and identify recurring issues for process improvement.
• Administrative Support: Maintain and update customer records, databases, and internal documentation. Prepare reports on customer interactions and service performance. Schedule meetings and follow-up activities, assist with data entry and document management, and coordinate with internal departments to ensure prompt completion of customer requests. Support onboarding documentation and assist management with various administrative projects.
• Operations & Collaboration: Work closely with Operations, Sales, Product, and Technical teams to resolve customer concerns. Monitor customer feedback to identify service quality improvement opportunities. Contribute to knowledge base articles and internal support documentation. Adhere to established policies, procedures, and quality standards, and participate in team meetings and continuous improvement initiatives.

Required Qualifications and Attributes

• 0-1 years of professional experience in a related field.
• Demonstrated strong communication skills and attention to detail.
• Ability to manage multiple priorities effectively in a fast-paced remote environment.
• Empathetic, highly organized, and solution-oriented approach.
• Passion for creating positive customer experiences and maintaining accurate records.
• Ability to support internal teams and coordinate across departments.

Performance Metrics

Performance in this role will be evaluated based on key indicators including:

• 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

About PULSE (MENA)

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

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.