IBEX

Biotech company: antibodies and gene therapy

E-Commerce Chat Support Executive

Customer SupportConfirmed live in the last 24 hours

Full-timeKarachi, Karachi City, Sindh, PakistanNo salary listedIn-person

About the Job

Requirements

Minimum Intermediate education or above.
Proficiency in verbal communication in English is essential.
At least 6 months of proven experience in a customer-facing role is required.
Ability to navigate multiple software applications simultaneously, including customer relationship management systems, order management systems, and knowledge bases.
Ability to meet individual and team performance metrics, including Net Promoter Score, Customer Satisfaction, and average handling time.

Responsibilities

Manage a high volume of inbound customer chats and emails regarding complaints, requests, order status, follow-ups, and general inquiries.
Deliver a professional, empathetic, and courteous customer experience on every chat and email while adhering to high-quality service standards.
Identify customer needs, troubleshoot issues, and provide clear and correct solutions in accordance with company policies and procedures.

Overview

In this role, you will be the first point of contact for customers, handling a variety of inquiries and issues. The ideal candidate is a patient and professional communicator, an effective multitasker, and is passionate about providing world-class customer support.

Qualifications

Professionally manage a high volume of inbound chat and emails from customers regarding their complaints, requests, order status, follow-ups, and general inquiries
Deliver an exceptional customer experience on every chat and email, maintaining a professional, empathetic, and courteous demeanor while adhering to high-quality service standards
Accurately identify customer needs, troubleshoot issues, and provide clear and correct solutions. Ensure that all resolutions are provided in strict accordance with company policies and procedures
Navigate multiple software applications (CRM, order management systems, knowledge base) simultaneously
Strive to meet and exceed individual and team performance metrics, including NPS, Customer Satisfaction (CSAT), and call handling time (AHT)

Perks of being an ibexian:

Medical Insurance & OPD
Provident Fund with investment options
Leave Encashment
Annual leaves
On job training
Two days off in a week
Ergonomic furniture and infrastructure
Referral Rewards
Annual Increment
Conveyance facility
Loan facility
Employee Appreciation Programs

Responsibilities

Qualifications

Minimum Intermediate or above
Proficiency in verbal communication skills in English is essential
6 months of proven experience in a customer-facing role is required

About the Company

IBEX

Biotech company: antibodies and gene therapy

Ibex Biosciences focuses on discovering, validating, and producing biotechnology solutions for health and ecological challenges. Its product portfolio includes therapeutic antibodies, gene therapy, and stem cell programs, as well as diagnostic antibodies for Immunohistochemistry (IHC) to improve biopsy accuracy. The company advances its products by conducting exploratory R&D on projects that may not yet be validated in public research, then develops and commercializes these technologies through licensing, partnerships, and direct sales to healthcare and research institutions. A key differentiator is Ibex’s diversified, internally driven pipeline and its mix of therapeutics and diagnostics, alongside active engagement in grant funding and patenting. The company’s goal is to bring proprietary biotech innovations to market to enhance patient outcomes and health-related research, addressing significant cancer-related and other health challenges.

Company size: 1-10
Company stage: Early VC
Total funding: $4.2M
Headquarters: North Bethesda, MD
Founded: 2015

Recently Posted Jobs

Explore more opportunities at IBEX

See more jobs