We are looking for an Administrative Customer Virtual Entry-Level Admin Assistant to support both our customers and internal teams across the Middle East and North Africa (MENA) region. This position blends customer-facing support with essential administrative responsibilities to keep daily operations running smoothly, maintain accurate records, and ensure timely responses to customer needs. The ideal candidate is service‑oriented, detail‑focused, well‑organized, and comfortable working in a multicultural and multilingual setting.

In this role, you will act as a primary contact for customers through phone, email, chat, and messaging platforms, while also managing administrative duties such as data entry, filing, scheduling, reporting, and coordinating with logistics, finance, sales, and technical departments. Strong communication skills, professionalism, respect for confidential information, and the ability to juggle multiple tasks while staying calm and solution‑driven are essential.

Responsibilities
• Customer Service (Primary)
• Respond quickly and professionally to customer questions across various channels.
• Provide accurate details about products and services, pricing, availability, delivery schedules, warranties, returns, and general support.
• Handle complaints and service concerns with patience and empathy, escalating when necessary.
• Track customer cases from the first interaction through completion, ensuring timely follow‑up.
• Maintain a positive customer experience with culturally aware and respectful communication across MENA regions.
• Gather customer feedback and share it with supervisors to help improve service and processes.

• Administrative Support (Core)
• Keep accurate customer records, notes, and service history in CRM/ERP systems.
• Prepare and update documents such as order forms, service tickets, delivery notes, correspondence, and internal reports.
• Arrange appointments, service visits, callbacks, and follow‑ups; manage calendars across teams.
• Support internal processes including filing, scanning, archiving, and organizing digital documents.
• Assist with invoice inquiries and basic finance coordination.
• Produce weekly or monthly summaries on customer service activity.

• Cross‑Functional Coordination
• Work with operations, logistics, and warehouse teams to track deliveries and communicate updates.
• Support sales teams with customer onboarding, account updates, and post‑sales tasks.
• Coordinate with technical support teams when troubleshooting or scheduling is required.
• Communicate effectively across countries and time zones within the MENA region to ensure seamless case handovers.

Requirements
• High school diploma required; a Bachelor’s degree or diploma in Business Administration, Communications, or a related field is preferred.
• 1–3 years of experience in customer service, administration, call centers, hospitality, retail support, or similar roles; experience in MENA is an advantage.
• Proficiency with Microsoft Office or Google Workspace, especially Excel/Sheets.
• Experience with CRM systems or ticketing tools is preferred.

Language Requirements (MENA‑Focused)
• Fluent Arabic is strongly preferred.
• Professional English is required.
• Additional languages (French for North Africa, Urdu/Hindi/Tagalog for GCC markets) are beneficial.

Skills and Competencies
• Strong customer‑focused attitude with the ability to stay calm under pressure.
• Excellent verbal and written communication with polite, clear, solution‑oriented messaging.
• High attention to detail and accuracy in all documentation and data entry.
• Ability to prioritize tasks and manage multiple cases in a fast‑paced setting.
• Problem‑solving ability with sound judgment for escalation.
• High integrity and confidentiality in handling sensitive information.
• Cultural awareness across different MENA regions.

Working Conditions and Schedule
• The role may be office‑based, hybrid, or remote depending on location and business needs.
• Work weeks may follow a Sunday–Thursday schedule in some MENA countries.
• Flexibility is needed during Ramadan or regional holidays.
• Some tasks may require occasional coordination outside standard working hours.

Compensation: $1,900–$2,900 per month

Performance Indicators (KPIs)
• First response and resolution times
• Quality and accuracy of case documentation
• Customer satisfaction and complaint management
• Ticket backlog and follow‑up consistency
• Compliance with policies, guidelines, and service standards
• Accuracy of administrative tasks and timely reports

Career Growth Opportunities
• Senior Customer Service Representative / Team Lead
• Customer Experience Specialist
• Office Administrator / Operations Coordinator
• Sales Support / Account Coordinator
• Quality Assurance or Training Specialist

Equal Opportunity Statement
We are committed to fostering an inclusive workplace that values diversity across the MENA region. All qualified applicants will be considered fairly, without discrimination based on nationality, gender, age, disability, or any other protected status in accordance with local regulations.