Customer Service Representative – Administrative

Job Description

REQUIREMENTS

• High school diploma required; Bachelor’s degree or diploma in a related field is preferred.
• Basic 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.
• Basic Arabic (spoken and written).
• Basic English (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

Customer Service (Primary)

• 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.
• Collect customer feedback and share insights with supervisors to improve service quality, processes, and recurring issue resolution.

Administrative Support

• 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.
• Support internal workflows including filing, scanning, archiving, and organizing digital documents in shared drives/systems.
• Assist with invoice queries and basic finance coordination (e.g., payment status checks, forwarding documents, confirming billing details) in collaboration with the finance team.
• Generate weekly/monthly customer service summaries (e.g., volume of requests, resolution time, common issues, customer satisfaction inputs).

Cross-Functional Coordination

• 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.
• Collaborate with technical support (if applicable) to ensure accurate troubleshooting, scheduling, and customer guidance.
• Communicate consistently across different countries/time zones within MENA, ensuring handovers and continuity for ongoing cases.

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