Customer Support Specialist Admin
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Key skills for this role
About the Role
The role involves providing customer support, administrative assistance, and collaboration with teams, requiring strong communication, organization, and problem-solving skills.
Key Skills for This Role
Responsibilities
- 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 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
- 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
Requirements
- Bachelor's degree or equivalent work experience
- 2+ years of experience in customer service, customer support, administration, or 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
- Reliable high speed internet connection
- Quiet and professional remote workspace
Full Job Posting
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
- 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.
- 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.
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
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