We are looking for an Entry-Level Administrative Customer Virtual Assistant to support our customers and internal teams across the MENA region. This position blends front-line customer service with administrative coordination to ensure smooth daily operations, accurate documentation, and timely handling of customer inquiries. The ideal candidate is service-oriented, detail-focused, organized, and comfortable working in a multicultural and multilingual setting.

You will act as a primary contact for customers through phone, email, chat, and messaging apps, while also managing administrative duties such as data entry, filing, scheduling, reporting, and coordination with logistics, finance, sales, and technical teams. Strong communication skills, professionalism, discretion with sensitive information, and the ability to juggle multiple tasks with a calm, solutions-driven mindset are essential.

Responsibilities
Customer Service
• Respond quickly and professionally to customer questions via phone, email, chat, and messaging platforms.
• Provide clear and accurate information on products, services, pricing, availability, delivery schedules, warranties, returns, and support procedures.
• Handle complaints and service issues with empathy and follow-through, escalating when necessary.
• Monitor and manage customer requests from initial contact through completion, ensuring timely updates and service-level compliance.
• Maintain a positive customer experience with culturally aware, respectful communication across MENA markets.
• Gather customer feedback and share insights to help improve processes and service quality.

Administrative Support
• Keep customer records, case notes, and service histories accurate and up to date in CRM/ERP systems.
• Prepare and revise documents such as order forms, service tickets, delivery notes, correspondence, and internal reports.
• Schedule 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-related questions and basic finance tasks, such as checking payment statuses and confirming billing details.
• Create weekly or monthly service reports, including request volumes, resolution times, recurring issues, and customer satisfaction data.

Cross-Functional Coordination
• Coordinate with operations, logistics, and warehouse teams to track deliveries, manage delays, and update customers.
• Work with sales teams on customer onboarding, account updates, and post-sales coordination.
• Collaborate with technical support teams for troubleshooting, scheduling, and customer guidance.
• Communicate effectively across different countries and time zones within the MENA region to ensure smooth handovers and case continuity.

Requirements
• High school diploma required; a bachelor’s degree or diploma is preferred.
• Basic experience in customer service, administrative support, call centers, hospitality, retail support, or similar roles (MENA experience is a plus).
• Proficiency with office software, especially Excel/Sheets, email management, and document creation.
• Experience with CRM systems.

Language Requirements
• Basic Arabic (spoken and written) is preferred for most MENA markets.
• Basic English (spoken and written) is required.

Skills and Competencies
• Strong customer-focused approach and ability to stay calm and professional under pressure.
• Excellent verbal and written communication with clear and polite messaging.
• High attention to detail and accuracy in documentation and data entry.
• Ability to prioritize tasks, manage multiple requests, and meet deadlines in a fast-paced setting.
• Strong problem-solving skills with the ability to identify issues, propose solutions, and escalate when needed.
• High level of discretion with confidential information.
• Cultural sensitivity across different MENA countries.

Working Conditions
• This role may be office-based, hybrid, or remote depending on location and business needs.
• Work schedules may vary across MENA, with flexibility required during busy periods.
• Some tasks may require availability outside standard hours to support different time zones or urgent customer needs.

Salary
$1,900–$2,900 per month

Performance Indicators
• First response time and total resolution time
• Accuracy and quality of documentation
• Customer satisfaction and complaint resolution
• Ticket management and follow-up consistency
• Compliance with policies, scripts, and service standards
• Administrative accuracy and timely reporting

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 dedicated to fostering an inclusive workplace that respects the diversity of the MENA region. All qualified applicants will be considered without discrimination based on nationality, gender, age, disability, or any other protected status in accordance with local laws.