Job Overview

Job Description

• Handle high-volume inbound calls, chats, and emails from US & UK customers
• Assist with order tracking, delivery updates, returns, refunds, and account-related queries
• Provide accurate information regarding products, pricing, shipping, and policies
• Deliver first-call resolution (FCR) through effective problem-solving
• Maintain a professional, empathetic, and customer-first approach
• Follow client SOPs, quality standards, and compliance guidelines
• Use CRM systems to log interactions and manage customer cases
• Achieve KPIs including CSAT, NPS, AHT, and Quality Scores
• Escalate complex issues appropriately while ensuring customer satisfaction
• Stay updated on process changes and system updates 

Job Specifications

• Excellent English communication skills (mandatory)
• Ability to communicate with US & UK customers (neutral/American/British accent preferred)
• Minimum Matric / O Levels (Bachelor’s preferred)
• Strong problem-solving and interpersonal skills
• Basic knowledge of Microsoft Office / Google Workspace
• Ability to multitask across CRM tools and communication platforms
• Experience in international call center or eCommerce support is a plus
• Fresh candidates seeking call center jobs in Lahore are encouraged to apply
• Must be 18+ with valid CNIC

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