Customer Service Representative Administrative Assistant
Riyadh Region, Saudi Arabia
Listed on 2026-02-07
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Customer Service/HelpDesk
HelpDesk/Support, Technical Support, Customer Service Rep, Bilingual
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/Whats App 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.
- Handle inbound calls or Whats App 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.
- 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.
- 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
- 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
- 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)
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.
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