Customer Success Specialist – US Support

About the role

We are looking for a Customer Success Specialist to join our operations team in Karachi. You will handle a high volume of inbound calls from US‑based customers, providing accurate information and resolving issues promptly. The role requires excellent English communication, a professional attitude, and the ability to manage multiple priorities.

Key responsibilities

• Answer and manage a large number of daily inbound calls from US customers, addressing complaints, requests, order status inquiries, and follow‑ups.
• Provide accurate details on products, pricing, availability, delivery timelines, warranties, returns, and support procedures.
• Identify customer needs, troubleshoot issues, and deliver clear, correct solutions while adhering to ibex Pakistan’s processes.
• Maintain a courteous, empathetic tone and ensure a positive customer experience across the USA region.
• Use and record data in multiple systems (CRM, order management, knowledge base) while actively listening on calls.
• Meet or exceed performance metrics such as NPS, CSAT, FCR, and AHT.
• Collect customer feedback and share insights to improve service quality.

Required profile

• Exceptional verbal English skills with a clear American accent.
• Minimum education: Matric/O Levels; a bachelor’s degree or diploma is a plus.
• At least 18 years old (CNIC required at interview).
• Professional, empathetic, discreet, and able to handle sensitive information.
• Can‑do attitude, strong work ethics, and a sense of humor.

Required skills

• Experience with CRM software.
• Familiarity with order management systems (OMS).
• Knowledge of knowledge base systems (KBS).
• Basic proficiency in Microsoft Office tools.