Client Support Specialist

About the role

ibex. Pakistan is looking for a Client Support Specialist to join its customer service team in Islamabad. You will be the first point of contact for customers, handling inquiries, complaints, and order‑related questions through calls and chats.

Key responsibilities

• Manage a high volume of inbound calls and chat sessions, providing prompt and accurate information.
• Assist customers with product details, pricing, availability, delivery timelines, warranties, and return policies.
• Troubleshoot issues, identify needs, and deliver solutions in line with ibex standards.
• Record interactions in CRM, order management, and knowledge‑base systems while maintaining active communication.
• Follow up to ensure issue resolution and capture customer feedback for continuous improvement.
• Meet performance metrics such as NPS, CSAT, FCR, and AHT.

Required profile

• Excellent English communication skills, both written and verbal.
• Professional, empathetic, and discreet when handling sensitive information.
• Ability to manage multiple priorities calmly and results‑focused.
• Open to schedule adjustments during Ramadan or regional holidays.

Required skills

• Proficiency with CRM software.
• Experience using order management systems (OMS).
• Familiarity with knowledge base systems (KBS).

What we offer

• Full‑time, on‑site position with 24/7 transport support.
• Medical and health insurance, bonuses, and incentives.
• Clear career growth pathways into supervisory, administrative, and cross‑departmental roles.