Job Description

Roles & Responsibilities

Position Summary The Customer Support Specialist Admin serves as the primary point of contact for customers while providing essential administrative support to ensure smooth day-to-day operations. This role 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 is empathetic, highly organized, solution-oriented, and passionate about creating positive customer experiences while maintaining accurate records and supporting internal teams.

Key Responsibilities

Customer Support

• Respond to customer inquiries via email, live chat, phone, WhatsApp, and other communication channels.
• Deliver professional, timely, and accurate responses while maintaining a positive customer experience.
• Resolve customer concerns efficiently and escalate complex issues to the appropriate departments.
• Track customer issues through resolution while 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.

Administrative Support

• 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 when 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.

Operations & Collaboration

• 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.
• Arabic language proficiency is highly desirable.
• 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.

Preferred Qualifications

• 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, Monday.com, or Jira.

Technical Requirements

• 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.

Core Competencies

• Customer-centric mindset
• Excellent communication skills
• Emotional intelligence and empathy
• Problem-solving and critical thinking
• Organization and planning
• Time management
• Adaptability and flexibility
• Team collaboration
• Professionalism and integrity
• Attention to detail
• Accountability
• Confidentiality

Key Performance Indicators (KPIs)

• 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

What We Offer

• Fully remote work environment.
• Competitive salary.
• Flexible working arrangements.
• Opportunities for professional development and career growth.
• Collaborative and inclusive team culture.
• Ongoing training and learning opportunities.
• 
  

Desired Candidate Profile

• 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.
• Arabic language proficiency is highly desirable.
• 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.
• 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, Monday.com, 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.