Customer Service Representative – Administrative
Middle East and North Africa (MENA) region, Communicate consistently across different countries/time zones within MENA, ensuring handovers and continuity for ongoing cases. ... Some roles may require occasional coordination outside standard hours to support customers in different time zones or manage urgent cases.Full-TimeMiddle
Salary1,900 - 2,900 USD per month
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Job Details
- Languages
- Fluent Arabic (spoken and written) is strongly preferred for most MENA markets. English basic (spoken and written).
- Experience
- 1–3 years of experience in customer service, administrative support, call center operations, hospitality, retail support, or a similar customer-facing role (MENA experience is a strong advantage).
- Required Skills
- SalesforceMicrosoft ExcelCustomer serviceMicrosoft OfficeReportingData entryHubSpotGoogle Workspace
Requirements
- High school diploma required; Bachelor’s degree or diploma in a related field is preferred.
- 1–3 years of experience in customer service, administrative support, call center operations, hospitality, retail support, or a similar customer-facing role (MENA experience is a strong advantage).
- Proficiency with common office tools (Microsoft Office/Google Workspace), especially Excel/Sheets, email management, and document formatting.
- Experience using CRM systems (e.g., Salesforce, Zoho, Dynamics, HubSpot) or ticketing tools is preferred.
- Fluent Arabic (spoken and written) is strongly preferred for most MENA markets.
- English basic (spoken and written).
- Strong customer-first mindset with the ability to remain calm and professional under pressure.
- Excellent verbal and written communication with clear, polite, and solution-oriented messaging.
- Strong attention to detail and accuracy in documentation, data entry, and record-keeping.
- Ability to prioritize tasks, manage multiple tickets, and meet deadlines in a fast-paced environment.
- Problem-solving capability: identify root causes, propose solutions, and escalate effectively when needed.
- High integrity and discretion when handling confidential customer and company information.
- Cultural sensitivity and awareness of customer expectations across different MENA countries.
Responsibilities
- Respond promptly and professionally to customer inquiries through multiple channels (phone, email, chat, WhatsApp/other messaging tools where applicable).
- Provide accurate information on products/services, pricing, availability, delivery timelines, warranties, return policies, and general support procedures.
- Resolve complaints and service issues with empathy, patience, and clear follow-through, escalating complex cases to the appropriate department when needed.
- Track and manage customer requests from first contact to closure, ensuring timely updates and adherence to service-level expectations.
- Maintain a positive customer experience by demonstrating cultural awareness, courteous language, and appropriate communication etiquette across MENA markets.
- Maintain accurate customer records, case notes, and service history in CRM/ERP systems, ensuring data quality and compliance.
- Prepare and update documentation such as order forms, service tickets, delivery notes, customer correspondence, and internal reports.
- Coordinate appointments, service visits, call-backs, and follow-ups; manage calendars and scheduling across teams.
- Liaise with operations, logistics, and warehouse teams to track deliveries, handle delays, and communicate updates to customers clearly.
- Work closely with sales teams to support customer onboarding, account updates, and post-sales coordination.
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