Job Overview

ibex. Pakistan currently have a job opening for the role of Customer Success Specialist in Lahore. In this role, you will be representing top international companies and provide customer support to their US- and EU-based customers. You will be responsible for handling a large number of incoming calls/chats for customer issues and inquiries on a daily basis.

The ideal candidate should have excellent English and communication skills, communicate professionally and multitask effectively. They should be discrete while handling sensitive and be passionate about providing world-class customer support.

Disclaimer: This is not a sales-based job.

Job Description

• Professionally manage a high volume of incoming calls or chats from US- and EU-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
• 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 policies 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 US and EU 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

Job Specifications

• Proven experience in any customer service, administrative support, call centers, retail or e-commerce support, or a similar customer-facing role is required
• Excellent written and verbal communication skills in English is also a must
• Candidates must possess a clear American accent to easily explain and help the customer base in US and EU
• 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
• The role is a full-time, on-site in one of ibex. office’s in Lahore
• 5 working days, with fixed morning shifts.