Customer Support Specialist Admin📣 Job Ad

About PULSE (MENA) and the Role

PULSE (MENA) is dedicated to providing exceptional customer experiences through innovative solutions and operational excellence across the Middle East and North Africa. We are seeking a Customer Support Specialist Admin to join our expanding remote team in Saudi Arabia. This full-time role serves as the primary point of contact for customers while offering essential administrative support for 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 remote environment.

Key Responsibilities

• Respond to customer inquiries via email, live chat, phone, WhatsApp, and other communication channels.
• Deliver professional, timely, and accurate responses, ensuring a positive customer experience.
• Efficiently resolve customer concerns and escalate complex issues to appropriate departments.
• Track customer issues through resolution, ensuring regular follow-up and communication.
• Assist customers with account-related inquiries, product information, service requests, and troubleshooting.
• Maintain high customer satisfaction by providing personalized and solution-focused support.
• Document all customer interactions accurately within the CRM or customer support platform.
• Identify recurring customer issues and recommend process improvements.
• 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 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 various administrative projects and operational tasks.
• Work closely with Operations, Sales, Product, and Technical teams to resolve customer concerns.
• Monitor customer feedback and identify opportunities to improve service quality.
• Contribute to knowledge base articles, FAQs, and internal support documentation.
• Follow established policies, procedures, and quality standards.
• Participate in team meetings, training sessions, and continuous improvement initiatives.

Required Qualifications

• 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.
• Strong customer-first mindset with a professional and positive attitude.
• Ability to work independently with minimal supervision.
• Arabic language proficiency is highly desirable.

Preferred Skills and Technical Requirements

• Experience working in a remote team.
• Experience supporting customers across the MENA region.
• Familiarity with CRM systems such as HubSpot, Salesforce, Zoho CRM, or similar platforms.
• 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.
• Quiet and professional remote workspace.
• Personal computer capable of handling business applications.
• Ability to work with cloud-based collaboration tools.

What We Offer

• Competitive salary.
• Flexible working arrangements.
• Opportunities for professional development and career growth.
• Collaborative and inclusive team culture.
• Ongoing training and learning opportunities.
• Performance-based recognition and career advancement.

Application Process

Candidates interested in this role are encouraged to submit their application for consideration.