Customer Success Specialist

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.

Qualifications

• The role is a full-time, on-site in one of ibex. office’s in Karachi
• 5 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: 24/7 transport system, medical and health insurance, bonuses, incentives, etc

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

The salary for this position will be up to Rs. 115,000/ month. It's worth noting, we pay very well for this role, and in general. We hire great people that do great work and are deserving of appreciation and rewards. But, this has nothing to do with your past experience and credentials. The only thing that matters to us is the work you'll do with us, and the value you'll add to our team.

Responsibilities

• 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
• 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 18 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