Chat Support Specialist – Work From Home

Talentibex; Pakistan; Remote; PKR 446,000 - 781,000; Full time

Benefits offered by this job

Medical Insurance

Permanent Employment Status

Provident Fund

Annual Leaves

Referral Bonus

Company Pick & Drop

Job summary

Talentibex in Pakistan is hiring for remote, home-based customer support roles focused on customer experience. The role requires excellent written English, a professional attitude, and the ability to handle diverse customer inquiries via chats and emails.

You will work with CRM/OMS/KBS systems, aim to meet CSAT and NPS targets, and participate in training sessions. Fresh graduates and students are encouraged to apply, with on-site training and a secure home-office setup.

Qualifications

• Matric or O Levels minimum; Bachelor’s degree or diploma is a plus.
• Excellent written and verbal English communication.
• Strong typing skills and basic office tools knowledge.

Responsibilities

• Professionally manage a high volume of chats/emails and handle inquiries promptly.
• Provide accurate information on products, pricing, delivery timelines, and policies.
• Offer alternatives for products not available and document resolutions.
• Identify customer needs, troubleshoot, and ensure solutions comply with processes.
• Follow up to ensure issue resolution and satisfaction; use CRM/OMS/KBS.

Skills

Written English

Chat support

Typing 40 WPM

Remote work setup

Education

Matric / O Levels

Bachelor’s degree or diploma a plus

Tools

CRM

OMS

KBS

Job description

We are looking for females who are passionate about working from home in the customer support or customer experience (CX) industry. The ideal candidate should have excellent written communication skills (including grammar and vocabulary) and a positive, professional attitude. This role requires you to be a keyboard whizz with intellect. Someone who can instantly come up with solutions or improvise in difficult situations and know how to deal with all kinds of customers. Fresh graduates and students searching for entry-level roles in Pakistan are encouraged to apply.

Job Description

• Professionally manage a high volume of incoming chats/emails 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
• 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)
• Strive to meet and exceed individual and team performance metrics, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Average Handling Time (AHT)
• Participate in training sessions and team meetings to stay updated on the company’s products, services, and support processes

Job Specifications

• Excellent written and verbal communication skills in English is 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
• Good typing skills. Must be able to write at least 40 words per minute (WPM)
• Dedicated separate room for remote working
• Backup generator/UPS with a minimum capacity of 2 KVA
• Dedicated connection with speeds above 100 Mbps
• On-site training until nesting

Medical
Insurance

Permanent
Employment Status

Provident
Fund

Annual
Leaves

Referral
Bonus

Company
Pick & Drop

Our Offices

Explore our offices in Karachi, Lahore, and Islamabad