Remote Chat Support Specialist (Work from Home)

ibex; Karachi Division; On-site; PKR 446,000 - 781,000; Full time

Job summary

ibex is hiring for a remote customer support/CX role in Pakistan. Fresh graduates and students are welcome. You will handle chats/emails, provide product/service information, and ensure customer satisfaction through problem solving and timely follow-ups.

The position requires excellent English communication, 40 WPM typing, and a dedicated remote workspace with reliable internet and backup power. CNIC is needed for interviews and a matric or O Levels background is acceptable.

Qualifications

• Excellent written English and verbal communication skills.
• Able to manage high volume chats/emails with professionalism.
• Strong problem-solving and improvisation in difficult situations.

Responsibilities

• 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
• Identify customer needs, troubleshoot issues, and provide clear solutions; ensure resolutions align with Ibex Pakistan processes
• Follow up with clients to ensure issues are resolved and customer satisfaction is achieved
• Use and record data on CRM/OMS/KBS systems
• Strive to meet and exceed individual and team performance metrics (NPS, CSAT, AHT)
• Participate in training sessions and team meetings
• 12-months age? 18+ requirement and CNIC for interview
• Must be able to type at least 40 WPM
• Remote work requires dedicated room and reliable internet
• Backup generator/UPS with ≥2 KVA
• Speeds above 100 Mbps

Skills

Written English

Problem solving

Typing speed

Education

Matric / O Levels

Bachelor’s degree or diploma (a plus)

Tools

CRM software

OMS

KBS

MS Excel

MS Word

Job description

ibex is hiring for a remote customer support/CX role in Pakistan. Fresh graduates and students are welcome. You will handle chats/emails, provide product/service information, and ensure customer satisfaction through problem solving and timely follow-ups.

The position requires excellent English communication, 40 WPM typing, and a dedicated remote workspace with reliable internet and backup power. CNIC is needed for interviews and a matric or O Levels background is acceptable.