Client Support Specialist – Customer Service

About the role

ibex. Pakistan is seeking a Client Support Specialist to join its customer service team in Islamabad or Rawalpindi. The role involves handling inbound calls and chats, addressing client inquiries, and ensuring a high level of satisfaction through professional and empathetic communication.

Key responsibilities

• Manage a high volume of incoming calls and chats, responding to complaints, requests, order status inquiries, and follow‑ups.
• Provide accurate information on products, pricing, availability, delivery timelines, warranties, and return policies.
• Suggest alternative products when items are unavailable on the e‑commerce platform.
• Identify customer needs, troubleshoot issues, and deliver solutions in line with ibex. Pakistan’s processes.
• Maintain exceptional service standards with empathy, patience, and composure.
• Follow up with customers to confirm issue resolution and satisfaction.
• Record interactions in CRM, order management, and knowledge‑base systems while speaking with customers.
• Meet performance metrics such as NPS, CSAT, FCR, and AHT.
• Collect feedback and share insights to improve service quality.
• Collaborate with support team members and other departments for seamless service delivery.

Required profile

• Previous experience in customer service, call centre, retail, or e‑commerce support.
• Excellent written and verbal English communication skills.
• Minimum education: Matric/O Levels; a bachelor’s degree or diploma is a plus.
• Must be at least 18 years old.

Required skills

• CRM software
• Order Management System (OMS)
• Knowledge Base System (KBS)