Customer Success Specialist

About the role

ibex. Pakistan is seeking a Customer Success Specialist to join its Operations team in Pakistan. You will handle a high volume of inbound calls from US‑based customers, addressing their inquiries, complaints, and order‑related requests while delivering a friendly and professional experience.

Key responsibilities

• Answer and manage large numbers of daily calls from US customers, covering complaints, order status, follow‑ups and general queries.
• Provide accurate information on products, pricing, availability, delivery timelines, warranties, and return policies.
• Identify customer needs, troubleshoot issues and deliver clear solutions in line with ibex. Pakistan’s processes.
• Record interactions in CRM, order management and knowledge‑base systems while maintaining active listening.
• Meet performance targets such as NPS, CSAT, First Call Resolution and Average Handling Time.
• Collect customer feedback and share insights to improve service quality.
• Stay updated on system changes, process updates and product information.

Required profile

• Excellent verbal English with a clear American accent.
• Minimum Matric/O Levels; a bachelor’s degree or diploma is a plus.
• At least 18 years old and able to present a CNIC during interview.
• Basic knowledge of common office tools (Microsoft Office, Google Workspace).
• Professional, empathetic, discreet and able to manage multiple priorities.

Required skills

• Microsoft Office
• Google Workspace