Customer Success Manager (US Customers) - Karachi

About the role

Ibex Pakistan is hiring a Customer Success Specialist in Karachi to represent international companies and provide customer support to their US-based clients. The role handles a high volume of daily calls and chats, resolving issues, inquiries, complaints and requests professionally, and also manages a team of 20 people to meet service and quality goals.

Key responsibilities

• Manage a high volume of incoming calls and chats from US customers daily, addressing complaints, requests, order status inquiries, follow-ups and general questions promptly and courteously.
• Provide accurate information on products, services, pricing, availability, delivery schedules, warranties, return policies and support procedures.
• Identify customer needs quickly, troubleshoot issues and offer clear solutions in line with company policies and quality standards.
• Deliver empathetic, patient and composed service and show cultural awareness suited to the US customer base.
• Use CRM systems, order management systems and knowledge bases to record interactions accurately.
• Meet and exceed performance metrics such as NPS, CSAT, FCR and AHT.
• Collect and document customer feedback and share insights with supervisors to improve service and resolve recurring issues.
• Lead and manage a team of 20 support professionals, giving guidance, motivation and performance feedback.
• Coordinate scheduling, including flexibility during regional holidays or special periods such as Ramadan, and support team training and development.
• Uphold company policies, confidentiality standards and data protection regulations.

Required profile

• Excellent English communication skills with a clear American accent.
• Strong multitasking ability and adherence to company policies and procedures.
• Minimum educational qualifications; candidates with a passion for exceptional customer experiences are encouraged to apply.

What we offer

• Career advancement opportunities within Ibex, including supervisory and cross-departmental roles.