Customer Support Specialist Admin
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Key skills for this role
About the Role
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.
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 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
Requirements
- 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
- 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,
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
What We Offer
- Fully remote work environment.
- Competitive salary.
- Flexible working arrangements.
- Opportunities for professional development and career growth.
- Collaborative and inclusive team culture.
- Ongoing training and learning opportunities.
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