Customer Service Representative – Administrative

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.ResponsibilitiesCustomer 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 proceduresResolve complaints and service issues with empathy, patience, and clear follow-through, escalating complex cases to the appropriate department when neededTrack and manage customer requests from first contact to closure, ensuring timely updates and adherence to service-level expectationsMaintain a positive customer experience by demonstrating cultural awareness, courteous language, and appropriate communication etiquette across MENA marketsCollect customer feedback and share insights with supervisors to improve service quality, processes, and recurring issue resolutionAdministrative Support (Core)Maintain accurate customer records, case notes, and service history in CRM/ERP systems, ensuring data quality and compliancePrepare and update documentation such as order forms, service tickets, delivery notes, customer correspondence, and internal reportsCoordinate appointments, service visits, call-backs, and follow-ups; manage calendars and scheduling across teamsSupport internal workflows including filing, scanning, archiving, and organizing digital documents in shared drives/systemsAssist with invoice queries and basic finance coordination (e.g., payment status checks, forwarding documents, confirming billing details) in collaboration with the finance teamGenerate weekly/monthly customer service summaries (e.g., volume of requests, resolution time, common issues, customer satisfaction inputs)Cross-Functional CoordinationLiaise with operations, logistics, and warehouse teams to track deliveries, handle delays, and communicate updates to customers clearlyWork closely with sales teams to support customer onboarding, account updates, and post-sales coordinationCollaborate with technical support (if applicable) to ensure accurate troubleshooting, scheduling, and customer guidanceCommunicate consistently across different countries/time zones within MENA, ensuring handovers and continuity for ongoing casesRequirementsHigh school diploma required; Bachelor’s degree or diploma in a related field is preferredBasic 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 formattingExperience using CRM systemsLanguage Requirements (MENA-Focused)Basic Arabic (spoken and written)English basic (spoken and written)Skills and CompetenciesStrong customer-first mindset with the ability to remain calm and professional under pressureExcellent verbal and written communication with clear, polite, and solution-oriented messagingStrong attention to detail and accuracy in documentation, data entry, and record-keepingAbility to prioritize tasks, manage multiple tickets, and meet deadlines in a fast-paced environmentProblem-solving capability: identify root causes, propose solutions, and elevate effectively when neededHigh integrity and discretion when handling confidential customer and company informationCultural sensitivity and awareness of customer expectations across different MENA countriesWorking Conditions and ScheduleRole may be office-based, hybrid, or remote depending on business needs and country regulationsTypical working weeks in parts of MENA may follow Sunday-Thursday, with flexibility required during peak periodsWillingness 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 casesPerformance Indicators (KPI