E-Commerce Chat Support Executive

ibex; Karachi Division; On-site; PKR 334,800 - 558,000; Full time

Benefits offered by this job

Medical Insurance & OPD

Provident Fund with investment options

Leave Encashment

Annual leaves

On job training

Two days off in a week

Ergonomic furniture and infrastructure

Referral Rewards

Annual Increment

Conveyance facility

Loan facility

Employee Appreciation Programs

Job summary

ibex in Karachi, Pakistan is looking for enthusiastic individuals to join as Customer Support Representatives. In this role, you will handle customer inquiries via chat and email, ensuring excellent service standards and adherence to company policies.

The ideal candidate should have a minimum Intermediate qualification and proficiency in verbal English communication. You will also need to have a strong command of MS Excel and at least 6 months of experience in customer-facing roles.

Enjoy benefits like medical insurance, provident fund, and leave encashment. Join us and be part of a dynamic team!

Qualifications

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

Responsibilities

• Manage high volume of inbound chat and emails from customers.
• Maintain a professional demeanor while handling inquiries.
• Identify customer needs and provide effective solutions.
• Meet team performance metrics including NPS and CSAT.

Skills

Patient and professional communication

Multitasking

Troubleshooting

Customer service experience

Proficiency in MS Excel

Education

Intermediate or above

Tools

CRM systems

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

• 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).

Perks of being an ibexian:

• Medical Insurance & OPD
• Provident Fund with investment options
• Leave Encashment
• Annual leaves
• On job training
• Two days off in a week
• Ergonomic furniture and infrastructure
• Referral Rewards
• Annual Increment
• Conveyance facility
• Loan facility
• Employee Appreciation Programs

Responsibilities

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