Job Overview

Job Description

• Professionally manage a high volume of incoming calls or chats 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
• 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 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

Job Requirements

• 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
• 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 looking for fresh jobs in Karachi are encouraged to apply

Job Specifications

• The role is a full-time, on-site in one of ibex. office’s in Karachi
• 5 working days, from Monday to Friday, with weekends off
• Willingness to support schedule changes during Ramadan or regional holidays as operational needs require (with fair scheduling practices)
• Perks & Benefits: 24/7 transport system, medical and health insurance, bonuses, incentives, etc

Career Growth Opportunities at ibex. Pakistan

• 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

Perks & Benefits