Description
Job Overview
ibex. Pakistan currently have a job opening for the role of Customer Success Specialist in Karachi. In this role, you will be representing top international companies and provide customer support to their US-based customers. You will be responsible for handling a large number of incoming calls/chats for customer issues and inquiries on a daily basis. The ideal candidate should have excellent English and communication skills, communicate professionally and multitask effectively. They should be discrete while handling sensitive and be passionate about providing world-class customer support. Disclaimer: This is not a sales-based job.
Job Description
Professionally manage a high volume of incoming calls or chats from US-based customers and cater to their complaints, requests, order status, follow-ups, and general inquiries promptly
Provide accurate information on products/services, pricing, availability, delivery timelines, warranties, return policies, and general support procedures
Accurately identify customer needs, troubleshoot issues, and provide clear and correct solutions. Ensure that all resolutions are provided in strict accordance with ibex. Pakistan’s policies and procedures
Deliver exceptional customer service to every customer with empathy, patience and in a composed manner
Provide a positive customer experience by demonstrating cultural awareness, courteous language, and appropriate communication etiquette across the USA region
Use and record data on multiple software applications (Customer Relationship Management (CRM) software, order management systems (OMS) and knowledge base systems (KBS)), while actively listening and speaking with the customer simultaneously on call
Strive to meet and exceed individual and team performance metrics, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), First Call Resolution (FCR) and Average Handling Time (AHT)
Collect customer feedback and share insights with supervisors to improve service quality and solve any recurring issues
Job Requirements
Proven experience in any customer service, administrative support, call centers, retail or e-commerce support, or a similar customer-facing role is required
Excellent written and verbal communication skills in English is also a must
Candidates must possess a clear American accent to easily explain and help the customer base in US
Candidate should be minimum Matric or O Levels pass. Bachelor’s degree or diploma would be a plus
Candidate should be years or older (You will be required to show your CNIC during the interview)
Basic knowledge of common office tools like Microsoft Office/Google Workspace, Excel and document formatting
Experience using CRM systems is a bonus
Fresh graduat
Professionally manage a high volume of incoming calls or chats from US-based customers and cater to their complaints, requests, order status, follow-ups, and general inquiries promptly
Provide accurate information on products/services, pricing, availability, delivery timelines, warranties, return policies, and general support procedures
Accurately identify customer needs, troubleshoot issues, and provide clear and correct solutions. Ensure that all resolutions are provided in strict accordance with ibex. Pakistan’s policies and procedures
Deliver exceptional customer service to every customer with empathy, patience and in a composed manner
Provide a positive customer experience by demonstrating cultural awareness, courteous language, and appropriate communication etiquette across the USA region
Use and record data on multiple software applications (Customer Relationship Management (CRM) software, order management systems (OMS) and knowledge base systems (KBS)), while actively listening and speaking with the customer simultaneously on call
Strive to meet and exceed individual and team performance metrics, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), First Call Resolution (FCR) and Average Handling Time (AHT)
Collect customer feedback and share insights with supervisors to improve service quality and solve any recurring issues
Job Requirements
Proven experience in any customer service, administrative support, call centers, retail or e-commerce support, or a similar customer-facing role is required
Excellent written and verbal communication skills in English is also a must
Candidates must possess a clear American accent to easily explain and help the customer base in US
Candidate should be minimum Matric or O Levels pass. Bachelor’s degree or diploma would be a plus
Candidate should be years or older (You will be required to show your CNIC during the interview)
Basic knowledge of common office tools like Microsoft Office/Google Workspace, Excel and document formatting
Experience using CRM systems is a bonus
Fresh graduates looking for fresh jobs in Karachi are encouraged to apply
Job Specifications
The role is a full-time, on-site in one of ibex. office’s in Karachi
working days, from Monday to Friday, with weekends off
Willingness to support schedule changes during Ramadan or regional holidays as operational needs require (with fair scheduling practices)
Perks & Benefits: / transport system, medical and health insurance, bonuses, incentives, etc
Career Growth Opportunities at ibex. Pakistan
This role offers career growth pathways, depending on performance and interest, including:
Customer Service Representative Supervisors/ Team Lead
Office Administrator / Operations Coordinator
Training Specialists
Cross-campaign growth for more exposure
Cross-departmental growth for specific interests like marketing, IT, HR, etc
