Customer Success Specialist (Weekends Off)

About the role

Join ibex. Pakistan as a Customer Success Specialist and represent top international brands to US‑based customers. You will handle a high volume of inbound calls and chats, delivering world‑class support while enjoying a five‑day work week with weekends off.

Key responsibilities

• Manage large volumes of incoming calls and chats from US customers, addressing complaints, requests, order status, and general inquiries.
• Provide accurate information on products, pricing, availability, delivery timelines, warranties, and return policies.
• Identify customer needs, troubleshoot issues, and deliver solutions in line with ibex. Pakistan policies.
• Maintain empathy, patience, and cultural awareness throughout each interaction.
• Use multiple software applications (CRM, OMS, KBS) to record data while speaking with customers.
• Meet and exceed performance metrics such as NPS, CSAT, FCR, and AHT.
• Collect customer feedback and share insights to improve service quality.

Required profile

• Proven experience in customer service, call centers, retail, e‑commerce support, or a similar customer‑facing role.
• Excellent written and verbal English communication with a clear American accent.
• Minimum education: Matric/O Levels (Bachelor’s degree or diploma is a plus).
• At least 18 years old and able to present CNIC during interview.
• Willingness to adjust schedule during Ramadan or regional holidays as needed.

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 in Karachi.
• Five‑day work week (Monday‑Friday) with weekends off.
• Opportunities for fresh graduates to start their career.