Customer Support Specialist Admin📣 Job Ad

About PULSE (MENA) and the Role

PULSE (MENA) is committed to providing exceptional customer experiences through innovative solutions and a customer-first approach across the Middle East and North Africa. We are seeking a Customer Support Specialist Admin to join our full-time remote team based in Riyadh, Riyadh, Saudi Arabia. This role serves as a primary point of contact for customers while providing essential administrative support to ensure smooth day-to-day operations. It requires 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 email, live chat, phone, WhatsApp, and other communication channels.
• Deliver professional, timely, and accurate responses, resolving customer concerns efficiently and escalating complex issues as appropriate.
• Assist customers with account-related inquiries, product information, service requests, and troubleshooting.
• Document all customer interactions accurately within the CRM or customer support platform.
• Maintain and update customer records, databases, and internal documentation.
• Prepare reports on customer interactions, response times, and service performance.
• Coordinate with internal departments (Operations, Sales, Product, Technical) to ensure customer requests are completed promptly.
• Contribute to knowledge base articles, FAQs, and internal support documentation.

Required Qualifications and Experience

• Bachelor's degree or equivalent work experience.
• 2+ years of experience in customer service, customer support, administration, or a similar role.
• Excellent verbal and written communication skills in English.
• Strong interpersonal and problem-solving skills.
• Excellent organizational and time management abilities.
• Ability to multitask and prioritize effectively in a remote work environment.
• High attention to detail and accuracy with a strong customer-first mindset.
• Ability to work independently with minimal supervision.

Preferred Skills and Technical Requirements

• Experience working in a remote team and supporting customers across the MENA region.
• Familiarity with CRM systems such as HubSpot, Salesforce, or Zoho CRM.
• Experience with customer support software such as Zendesk, Freshdesk, Intercom, or Gorgias.
• Knowledge of Microsoft Office 365 and Google Workspace.
• Experience with project management tools such as Asana, ClickUp, Trello, *******, or Jira.
• Reliable high-speed internet connection and a quiet, professional remote workspace.
• Personal computer capable of handling business applications and cloud-based collaboration tools.

Core Competencies and Performance Indicators

The ideal candidate will possess a strong customer-centric mindset, emotional intelligence, and critical thinking skills. Key competencies include organization, planning, time management, adaptability, and team collaboration. Performance will be evaluated based on metrics such as Customer Satisfaction (CSAT), First Response Time (FRT), Average Resolution Time (ART), First Contact Resolution (FCR), and administrative accuracy.

Company Culture

PULSE (MENA) is an equal opportunity employer dedicated to diversity and an inclusive workplace. We uphold values of professionalism, integrity, accountability, and confidentiality in all team members.