Administrative Customer Virtual Entry-Level Admin Assistant

Overview

Middle East and North Africa (MENA)

• 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 Business Administration, Communications, or a related field is preferred
• 1–3 years 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 (e.g., Salesforce, Zoho, Dynamics, HubSpot) or ticketing tools is preferred

Language Requirements (MENA-Focused)

• Fluent Arabic (spoken and written) is strongly preferred for most MENA markets
• Professional English (spoken and written) is required
• Additional languages (French for North Africa, Urdu/Hindi/Tagalog for GCC customer bases) are a plus depending on market needs

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)

Career Growth Opportunities

Equal Opportunity Statement