We are seeking a Customer Service Representative – Administrative to support our customers and internal teams across the (MENA) region. This role combines front-line customer support with strong administrative coordination to ensure smooth day-to-day operations, accurate documentation, and timely resolution of customer inquiries. The ideal candidate is service-minded, detail-oriented, organized, and comfortable working in a multicultural, multilingual environment.
You will serve as a key point of contact for customers via phone, email, chat, and messaging platforms, while also handling administrative tasks such as data entry, filing, appointment scheduling, reporting, and coordination with logistics, finance, sales, and technical teams. This role requires excellent communication skills, professionalism, discretion with sensitive information, and the ability to manage multiple priorities with a calm, solutions-focused approach.
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 (Core)
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.
requirements
High school diploma required; Bachelor’s degree or diploma in a related field is preferred.
Basic 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
Language Requirements (MENA-Focused)
Basic Arabic (spoken and written)
English basic (spoken and written).
Skills and Competencies
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.
Working Conditions and Schedule
Role may be office-based, hybrid, or remote depending on business needs and country regulations.
Typical working weeks in parts of MENA may follow Sunday–Thursday, with flexibility required during peak periods.
Willingness to support schedule changes during Ramadan or regional holidays as operational needs require (with fair scheduling practices).
••Some roles may require occasional coordination outside standard hours to support customers in different time zones or manage urgent cases.
Performance Indicators (KPIs)
Success in this role is commonly measured by:
First response time and overall resolution time
Quality and accuracy of case documentation
Customer satisfaction feedback (CSAT) and complaint handling quality
Ticket backlog management and follow-up consistency
Adherence to policies, scripts/processes, and service standards
Administrative accuracy (data quality, report timeliness, document compliance)
Career Growth Opportunities
This role offers clear development pathways, depending on performance and interest, including:
Senior Customer Service Representative / Team Lead
Customer Experience (CX) Specialist
Office Administrator / Operations Coordinator
Sales Support / Account Coordinator
Quality Assurance (QA) or Training Specialist
Equal Opportunity Statement
We are committed to creating an inclusive workplace that respects diversity across the MENA region. All qualified applicants will be considered without discrimination based on nationality, gender, age, disability, or any other protected status in line with applicable local laws.
