skillerszone - Administrative Customer Virtual Entry-Level Assistant
Requirements
• You will serve 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 role requires excellent communication skills, professionalism, discretion with sensitive information, and the ability to manage multiple priorities with a calm, solutions-focused approach. • High school diploma required; Bachelor’s degree or diploma • Basic 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. • Basic Arabic (spoken and written) is preferred for most MENA markets. • Basic English (spoken and written) . • 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 , 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. • Performance Indicators (KPIs) • Success in this role is commonly measured by: • 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 follow-up consistency • Adherence to policies, scripts/processes, and service standards • Administrative accuracy (data quality, report timeliness, document compliance) • Career Growth Opportunities • This role offers clear development pathways, depending on performance and interest, including: • Senior Customer Service Representative / Team Lead • Office Administrator / Operations Coordinator • Sales Support / Account Coordinator • Quality Assurance (QA) or Training Specialist • Equal Opportunity Statement • We are committed to creating an inclusive workplace that respects 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.
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 (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.
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