Chat Support Specialist (E-Commerce)

ibex; Karachi Division; On-site; PKR 334,800 - 502,200; Full time

Job summary

ibex is seeking to hire a Customer Support Representative in Karachi, Pakistan. In this role, you will be the first point of contact for customers, handling inquiries and issues. The ideal candidate must have a minimum of Intermediate education, strong verbal communication skills in English, and proficiency in MS Excel. Responsibilities include managing inbound communications, delivering exceptional customer service, and meeting performance metrics. Previous experience in a customer-facing role is required.

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 inbound chat and emails from customers regarding complaints and inquiries.
• Deliver an exceptional customer experience on every interaction.
• Accurately identify customer needs, troubleshoot issues, and provide correct solutions.
• Navigate multiple software applications simultaneously.
• Strive to meet and exceed performance metrics.

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)