Customer Success Specialist

Overview

ibex. Pakistan is offering an exciting fresh job opportunity in Islamabad! We are looking for a Customer Success Specialist within the operations department who will be responsible for handling a large number of incoming calls for customer issues and inquiries on a daily basis.

The ideal candidate should have good excellent English and communication skills, be professional, empathetic and discrete while handling sensitive information. They should also have the ability to manage multiple priorities with a calm and results-focused approach.

Having prior experience in dealing with international customers – even better if they were based in USA – is a big plus. But above that, the candidate should have a can-do attitude, good work ethics and be passionate about working in a dynamic customer support environment.

PS: A sense of humor would help too!

Disclaimer: This is not a sales-based job.

Qualifications

• It is a full-time ibex. job opening in Pakistan
• The role will be on-site in one of ibex. office in Islamabad
• Willingness to support schedule changes during Ramadan or regional holidays as per requirements of operational needs (with fair scheduling practices)
• Perks & Benefits: 24/7 transport system, medical and health insurance, bonuses, incentives, etc
  

Career Growth Opportunities at ibex. Pakistan

This ibex. job 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.

Responsibilities

• Professionally manage a high volume of incoming calls 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
• Convey interest in each customer through their words with courtesy, attention, a friendly and caring image
• 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
• 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
• Staying up to date with latest updates on CRM and other systems information, process changes and future updates
  
• Exceptional verbal communication skills in English is 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 and students searching for entry-level roles or call center jobs in Islamabad are encouraged to apply