Customer Support Executive

ibex; Islamabad; On-site; PKR 480,000 - 720,000; Full time

Job summary

ibex is seeking an enthusiastic Customer Support Executive to join the Operations team in Islamabad. You will handle customer queries via written and verbal communication, assist with orders, service delivery, billing, and related questions, while maintaining a positive attitude.

You should be able to respond professionally, keep records of interactions, and strive for First Contact Resolution. Knowledge of MS Office and Urdu communication is highly valued.

Qualifications

• Bachelor's degree or higher required.
• Customer support experience preferred.
• Proficient in MS Office, especially Excel and Word.
• Good verbal Urdu communication.

Responsibilities

• Respond to customers professionally to provide information about products and services, take/cancel orders, or obtain details of complaints.
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and actions taken. Process orders, forms, and applications.
• Follow up to ensure that actions were taken on customers’ requests; aim for First Contact Resolution (FCR).
• Refer unresolved customer grievances or special requests to designated departments for further investigation.
• Enhance organization reputation by accepting ownership for accomplishing new and different requests, and exploring opportunities to add value to job accomplishments.

Skills

Urdu communication

Customer service experience

Written communication

Education

Bachelor's degree or higher

Tools

MS Office (Excel and Word)

Job description

We are looking for an incredible resource who can do wonders in the world of CX with their wit and wonderful customer-centric attitude. For this job role, you will be expected to provide satisfactory solutions to a diverse range of customer queries through means of written and verbal communications and a positive attitude. The Customer Support Executive within the Operations department will assist customers with their questions, new orders, service delivery requirements, billing, and any other query.

• Respond to customers professionally to provide information about products and services, take/cancel orders, or obtain details of complaints
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions, are taken. Process orders, forms, and applications
• Follow up to ensure that appropriate actions were taken on customers’ requests. Ideally, aim for First Contact Resolution (FCR)
• Refer unresolved customer grievances or special requests to designated departments for further investigation
• Enhance organization reputation by accepting ownership for accomplishing new and different requests, and exploring opportunities to add value to job accomplishments

• Bachelors or above
• Customer support and other job experience preferred
• Good Verbal Urdu Communication
• Proficiency with MS Office (Particularly MS Excel and MS Word)