Customer Service Representative Analyst – Administrative

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 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

• 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 a related field is 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)

• English basic (spoken and written).

• 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.

• Some roles may require occasional coordination outside standard hours to support customers in different time zones or manage urgent cases.