Customer Success Specialist – High‑Volume US Calls

About the role

We are seeking a Customer Success Specialist to join our operations team in Karachi. The role focuses on handling a high volume of inbound calls from US‑based customers, addressing their inquiries, complaints and order‑related requests with professionalism and empathy.

Key responsibilities

• Manage a high volume of inbound calls from US customers, handling complaints, requests, order status, follow‑ups, and general inquiries.
• Provide accurate information on products, pricing, availability, delivery timelines, warranties, returns and support procedures.
• Communicate courteously, maintaining a friendly and caring image.
• Offer alternative products when items are unavailable on the e‑commerce site.
• Identify customer needs, troubleshoot issues and deliver clear solutions in line with ibex Pakistan’s processes.
• Deliver exceptional service with empathy, patience and cultural awareness across the USA region.
• Use and record data in multiple systems (CRM, order management, knowledge base) while actively listening.
• Meet and exceed performance metrics such as NPS, CSAT, FCR and AHT.
• Collect feedback and share insights to improve service quality.
• Stay updated on system changes and process updates.

Required profile

• Excellent verbal English with a clear American accent.
• Professional, empathetic, and discreet handling of sensitive information.
• Ability to manage multiple priorities calmly and results‑focused.
• Minimum education: Matric/O‑Levels; Bachelor’s degree or diploma is a plus.
• Age 18+ with valid CNIC.
• Prior experience serving international, especially US, customers is a strong advantage.
• Positive attitude, strong work ethics and sense of humor.

Required skills

• Proficiency with Microsoft Office.
• Experience using CRM, order management and knowledge‑base software.