We are seeking an Administrative Customer Virtual Entry-Level Admin Assistant to support customers and internal teams across the MENA region. This role combines front-line customer support with strong administrative coordination to ensure smooth daily 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 act 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 position 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 standard support procedures.
– Resolve complaints and service issues with empathy, patience, and clear follow-through, escalating complex cases when needed.
– Track and manage customer requests from first contact to closure, providing timely updates and meeting service-level expectations.
– Ensure a positive customer experience through cultural awareness 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 questions and basic finance coordination (e.g., payment status checks, forwarding documents, confirming billing details) with the finance team.
– Produce weekly/monthly customer service summaries (e.g., request volume, resolution time, common issues, customer satisfaction input).
– **Cross-Functional Coordination**
– Coordinate with operations, logistics, and warehouse teams to monitor deliveries, manage delays, and communicate updates to customers clearly.
– Work 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 MENA countries and time zones to ensure smooth handovers and continuity for ongoing cases.

**Requirements**
– High school diploma required; **Bachelor’s degree or diploma** preferred.
– Basic 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) is preferred across most MENA markets.
– **Basic English** (spoken and written).

**Skills and Competencies**
– Strong customer-first mindset and the ability to stay calm and professional under pressure.
– Excellent verbal and written communication with clear, polite, solution-oriented messages.
– 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 skills: identify root causes, propose solutions, and escalate effectively when required.
– High integrity and discretion when handling confidential customer and company information.
– Cultural awareness and sensitivity to customer expectations across different MENA countries.

**Working Conditions and Schedule**
– This role may be office-based, hybrid, or remote depending on business needs and local regulations.
– Typical working weeks vary by part of MENA, with flexibility required during peak periods.
– Some roles may require occasional coordination outside standard hours to support different time zones or urgent cases.

Salary: $1,900 – $2,900 per month.

**Performance Indicators (KPIs)**
– 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 consistent follow-up
– Adherence to policies, scripts/processes, and service standards
– Administrative accuracy (data quality, report timeliness, and document compliance)

**Career Growth Opportunities**
Depending on performance and interest, this role may offer development pathways such as:
– 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 building an inclusive workplace that values 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.