Chat Support Specialist (E-Commerce)

ibex. Pakistan; Karachi Division; On-site; PKR 334,800 - 446,400; Full time

Job summary

A prominent customer support company is seeking a Customer Support Representative based in Karachi, Pakistan. In this role, you will manage customer inquiries via chat and email, ensuring a world-class support experience. Ideal candidates should possess strong verbal communication skills in English, advanced proficiency in MS Excel, and a minimum of 6 months experience in a customer-facing role. Join us to provide exceptional service and support to our customers.

Qualifications

• Minimum Intermediate or above education is essential.
• Excellent verbal communication skills in English.
• 6 months of experience in customer service is required.

Responsibilities

• Handle inbound chats and emails from customers regarding complaints and requests.
• Maintain a professional and courteous demeanor during interactions.
• Identify customer needs and provide accurate solutions.
• Navigate multiple software applications while assisting customers.
• Meet team performance metrics like NPS and CSAT.

Skills

Verbal communication skills in English

Advanced proficiency in MS Excel

Education

Minimum Intermediate or above

Job description

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

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

Responsibilities

• 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)