Customer Success Specialist

About the role

ibex. Pakistan is seeking a Customer Success Specialist to join its operations team in major Pakistani cities. You will handle a high volume of inbound calls from US‑based customers, addressing inquiries, complaints, and order‑related requests with professionalism and empathy.

Key responsibilities

• Manage large volumes of incoming calls from US customers, providing prompt assistance on complaints, requests, order status, and general inquiries.
• Deliver accurate information on products, pricing, availability, delivery timelines, warranties, and return policies.
• Identify customer needs, troubleshoot issues, and offer clear solutions while adhering to ibex. Pakistan’s processes.
• Use CRM, order management, and knowledge‑base systems to record interactions and retrieve data in real time.
• Meet performance metrics such as NPS, CSAT, FCR, and AHT.
• Collect feedback and share insights to improve service quality.

Required profile

• Exceptional verbal English communication with a clear American accent.
• Minimum education: Matric/O Levels (higher education a plus).
• At least 18 years old and able to present a CNIC during interview.
• Professional, empathetic, discreet, and able to manage multiple priorities.

Required skills

• Proficiency with Microsoft Office.
• Familiarity with Google Workspace.
• Experience using CRM software.
• Knowledge of order management systems (OMS).
• Ability to navigate knowledge‑base systems (KBS).