Customer Success Specialist (Weekends Off)

IBEX Limited; Karachi Division; On-site; PKR 502,000 - 837,000; Full time

Benefits offered by this job

24/7 transport system

Medical and health insurance

Bonuses

Incentives

Job summary

IBEX Limited in Karachi is seeking a Customer Success Specialist to manage high-volume calls and chats from US-based customers, delivering accurate information with empathy.

You will use CRM/OMS/KBS tools, troubleshoot issues, and strive to meet CSAT, NPS, FCR, and AHT targets while maintaining professional communication. Fresh graduates are encouraged to apply.

Qualifications

• Proven experience in customer service, call centers, or similar roles.
• Excellent English written and verbal communication is essential.
• Ability to communicate with a clear American accent for US customers.
• Candidates must be at least Matric or O Levels; a Bachelor's degree or diploma is a plus.
• Fresh graduates are encouraged to apply.

Responsibilities

• Handle a high volume of incoming calls and chats from US-based customers.
• Provide accurate information on products, pricing, availability, and order status.
• Troubleshoot issues and provide clear solutions in line with ibex Pakistan policies.
• Deliver empathetic, professional service and maintain CSAT/NPS targets.
• Record interactions in CRM/OMS/KBS software and collect customer feedback.

Skills

Customer service

English communication

American accent

Multitasking

Education

Matric/O Levels

Bachelor's degree or diploma (plus)

Tools

CRM systems

OMS

KBS

Job description

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.

Job Description

• 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

Job Requirements

• 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

Job Specifications

• 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

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

Medical
Insurance

Permanent
Employment Status

Provident
Fund

Annual
Leaves

Referral
Bonus

Company
Pick & Drop

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