Customer Success Specialist – Day Shift

About the role

Join ibex. Pakistan as a Customer Success Specialist supporting US‑based customers. You will handle a high volume of inbound calls and chats, providing accurate information and resolving issues while representing top international brands.

Key responsibilities

• Manage incoming calls and chats from US customers, addressing complaints, requests, order status, and general inquiries.
• Provide product, pricing, delivery, warranty, and return policy information.
• Identify customer needs, troubleshoot problems, and deliver solutions in line with company policies.
• Maintain empathy, patience, and cultural awareness throughout each interaction.
• Use CRM, order management, and knowledge‑base systems to log interactions and retrieve data.
• Meet performance metrics such as NPS, CSAT, FCR, and AHT.
• Collect feedback and share insights to improve service quality.

Required profile

• Proven experience in customer service, call centre, retail, or e‑commerce support.
• Excellent written and verbal English with a clear American accent.
• Minimum education: Matric/O Levels (higher education a plus).
• At least 18 years old and able to present CNIC on interview.

Required skills

• Microsoft Office
• Google Workspace
• Excel
• CRM systems
• Order Management System (OMS)
• Knowledge Base System (KBS)

What we offer

• Full‑time, on‑site position with morning shifts (8 AM – 10 PM).
• Opportunities for schedule flexibility during Ramadan and holidays.
• Exposure to international brands and a supportive team environment.