Client Support Specialist

Overview

ibex. Pakistan has a recent job vacancy for a Client/Customer Support Specialist in Islamabad or Rawalpindi. The candidate will be a key member of the customer service team, and will be tasked with assisting clients/customers by actively listening to their concerns, answering their questions, and resolving their issues related to the company’s products or services. The ideal candidate should have good excellent English and communication skills, be professional, empathetic and discrete while handling sensitive information. They should also have the ability to manage multiple priorities with a calm and results-focused approach and be passionate about working in a dynamic customer support environment. This role is perfect for students or those looking for fresh graduate jobs in Islamabad! Disclaimer: This is not a sales-based job.  

Qualifications

• The role is a full-time, on-site job in ibex. office in Islamabad
• Willingness to support schedule changes during Ramadan or regional holidays as per the requirements of operational needs (with fair scheduling practices)
• Perks & Benefits: 24/7 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

Responsibilities

• Professionally manage a high volume of incoming calls or chats 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
• Providing alternatives to products/items, which are not available on the ecommerce website
• 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 standard processes and procedures
• Deliver exceptional customer service to every customer with empathy, patience and in a composed manner
• Follow up with clients/customers to ensure their issues are resolved and they are satisfied with the service provided
• 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
• Work closely with other members of the client support team and other departments, to ensure a smooth and efficient support experience is provided to the clients
• Participate in training sessions and team meetings to stay updated on the company’s products, services, and support processes
• 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
• 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, particularly in MS Excel and MS Word
• Experience using CRM systems is a bonus