Job Overview

Job Description

• 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
• 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
• Follow up with clients/customers to ensure their issues are resolved and they are satisfied with the service provided
• Use and record data on multiple software applications (Customer Relationship Management (CRM) software, order management systems (OMS) and knowledge base systems (KBS)
• Strive to meet and exceed individual and team performance metrics, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Average Handling Time (AHT)
• Participate in training sessions and team meetings to stay updated on the company’s products, services, and support processes

Job Specifications

• Excellent written and verbal communication skills in English is a must
• 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, particularly in MS Excel and MS Word
• Good typing skills. Must be able to write at least 40 words per minute (WPM)
• Dedicated separate room for remote working
• Backup generator/UPS with a minimum capacity of 2 KVA
• Dedicated connection with speeds above 100 Mbps
• On-site training until nesting

Perks & Benefits