Customer Service Representative Administrative Assistant

recruitlytics LLC; Remote; SAR 120,000 - 150,000; Full time

Job summary

A customer service firm is seeking a Work From Home Customer Service Representative to assist clients across the UAE and Saudi Arabia. This role involves providing support through email, chat, and sometimes phone/WhatsApp. You will be responsible for resolving customer issues promptly and maintaining accurate records. The ideal candidate should have experience in customer service, possess strong English communication skills, and be comfortable using online tools. This full-time position offers structured training and measurable performance expectations.

Qualifications

• 1+ year experience in customer service, support, or a related role.
• Strong attention to detail and ability to follow SOPs.
• Comfortable working from home with stable internet.

Responsibilities

• Respond to customer requests through email or live chat.
• Troubleshoot common issues including account access.
• Handle inbound calls or WhatsApp messages when needed.

Skills

Strong English communication

Customer service experience

Attention to detail

Comfort with CRM/ticket systems

Tools

Spreadsheets

CRM systems

Chat systems

Job description

Overview

We’re looking for a Work From Home Customer Service Representative (Full-Time) to support customers across the UAE and Saudi Arabia. This role is a mix of customer communication, problem-solving, and day-to-day account support. You’ll be the first point of contact for people reaching out with questions, concerns, or onboarding needs. The goal is simple: give every customer a smooth experience, provide accurate answers quickly, and keep internal records clean so the rest of the team always has the right context.

This role is perfect for someone who enjoys structured tasks, clear processes, and helping people. You should be confident working independently, comfortable using online tools, and able to follow scripts while still sounding human and professional. You’ll work on email, chat, and sometimes phone/WhatsApp support depending on the team’s workflow and customer preferences in the region.

Responsibilities

• Log in and review new tickets, messages, and priority items.
• Respond to customer requests through email or live chat using a clear, friendly tone.
• Troubleshoot common issues: account access, login, profile updates, registration, verification, and general “how-to” questions.
• Identify customer intent quickly and respond with the exact next steps (not generic responses).
• Use templates and scripts, but personalize messages to match the customer’s situation.

Phone/WhatsApp Support (when Required)

• Handle inbound calls or WhatsApp messages when assigned.
• Confirm key details (name, email, request type) to avoid confusion and speed up resolution.
• Speak clearly and professionally, with patience and empathy even when customers are frustrated.
• If a call requires escalation, summarize the issue properly and route it to the correct person.
• Tag each conversation with the right category (billing, onboarding, verification, technical, general inquiry, etc.).
• Document the steps you took and the final resolution so the customer and team can reference it later.
• Follow up on open conversations so nothing gets stuck.
• Escalate technical or policy cases to the correct team with a clear summary and screenshots if needed.

Quality and process improvement

• Track recurring issues and share patterns with the team (e.g., “many users getting stuck on registration step 2”).
• Suggest improvements to scripts, templates, FAQs, and onboarding instructions.
• Keep your pipeline clean: close resolved tickets, keep pending ones organized, and ensure every customer gets a response.

Performance expectations

You Will Be Measured On

• Response time and time to resolution
• Customer satisfaction and professionalism
• Accuracy of information provided
• Quality of documentation and internal notes
• Ability to manage multiple conversations and stay organized

Requirements

• 1+ year experience in customer service, customer support, chat/email support, or a related role
• Strong English communication (Arabic is a strong advantage for GCC support)
• Comfort with tools like spreadsheets, CRM/ticket systems, email platforms, and chat systems
• Ability to work from home with stable internet and a quiet workspace
• Strong attention to detail and ability to follow SOPs

Work details

• Type: Full-time
• Location: Remote (UAE/Saudi time zone alignment preferred)
• Schedule: Structured working hours; possible shift coverage depending on volume
• Training: Provided (scripts, escalation paths, FAQs, and workflows)

Why this role is a great fit

If you want a stable remote role where your day is clear, your performance is measurable, and your work actually helps people, this is for you. You’ll develop communication skills, customer empathy, and strong documentation habits—skills that translate into leadership roles such as senior support, QA, onboarding lead, or operations coordinator.