Customer Success Specialist (Weekends Off)

ibex. Pakistan currently have a job opening for the role of Customer Success Specialist in Karachi. In this role, you will be representing top international companies and provide customer support to their US-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. 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 promptlyProvide accurate information on products/services, pricing, availability, delivery timelines, warranties, return policies, and general support proceduresAccurately 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 proceduresDeliver exceptional customer service to every customer with empathy, patience and in a composed mannerProvide a positive customer experience by demonstrating cultural awareness, courteous language, and appropriate communication etiquette across the USA regionUse 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 callStrive 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 issuesProven experience in any customer service, administrative support, call centers, retail or e-commerce support, or a similar customer-facing role is requiredExcellent written and verbal communication skills in English is also a mustCandidates must possess a clear American accent to easily explain and help the customer base in USCandidate should be minimum Matric or O Levels pass. Bachelor’s degree or diploma would be a plusCandidate 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 formattingExperience using CRM systems is a bonusFresh graduates looking for fresh jobs in Karachi are encouraged to apply The role is a full-time, on-site in one of ibex. office’s in Karachi5 working days, from Monday to Friday, with weekends offWillingness 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, etcPerks of being an ibexianMedical Insurance & OPDProvident Fund with investment optionsLeave EncashmentAnnual leavesOn job trainingTwo days off in a weekErgonomic furniture and infrastructureReferral RewardsAnnual IncrementConveyance facilityLoan facilityEmployee Appreciation ProgramsThe salary for this position will be up to Rs. 115,000/ month. It's worth noting, we pay very well for this role, and in general. We hire great people that do great work and are deserving of appreciation and rewards. But, this has nothing to do with your past experience and credentials. The only thing that matters to us is the work you'll do with us, and the value you'll add to our team.