Client Support Specialist

ibex. Pakistan is currently seeking a Client/Customer Support Specialist to join their team in Islamabad or Rawalpindi. The successful candidate will play a vital role in the customer service department by assisting clients and customers through active listening, addressing their concerns, answering inquiries, and resolving issues related to the company’s products and services. This position is ideal for individuals who are passionate about delivering excellent customer support in a fast-paced environment, including students and fresh graduates looking for career opportunities in Islamabad.

Key Responsibilities

- Manage a high volume of incoming calls and chats professionally, addressing complaints, requests, order status updates, follow-ups, and general inquiries promptly.
- Provide accurate and detailed information regarding products, services, pricing, availability, delivery timelines, warranties, return policies, and support procedures.
- Offer alternatives for products or items unavailable on the e-commerce platform.
- Identify customer needs accurately, troubleshoot issues, and deliver clear, effective solutions in line with ibex. Pakistan’s standard processes and procedures.
- Deliver exceptional customer service with empathy, patience, and professionalism.
- Follow up with customers to ensure their issues are fully resolved and satisfaction is achieved.
- Utilize multiple software applications simultaneously, including Customer Relationship Management (CRM) systems, order management systems (OMS), and knowledge base systems (KBS), while engaging with customers.
- Strive to meet and exceed individual and team performance metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), First Call Resolution (FCR), and Average Handling Time (AHT).
- Collect and relay customer feedback to supervisors to enhance service quality and address recurring issues.
- Collaborate closely with team members and other departments to ensure a seamless support experience.
- Participate actively in training sessions and team meetings to stay informed about company products, services, and support protocols.

Required Qualifications

- Proven experience in customer service, administrative support, call centers, retail, e-commerce support, or similar customer-facing roles.
- Excellent written and verbal communication skills in English.
- Minimum education requirement of Matriculation or O Levels; a Bachelor’s degree or diploma is considered an advantage.
- Candidates must be 18 years or older and will be required to present valid identification during the interview process.
- Basic proficiency in common office tools such as Microsoft Office or Google Workspace, with particular emphasis on MS Excel and MS Word.
- Experience with CRM systems is a plus.

Preferred Qualifications and Benefits

This is a full-time, on-site position based at the ibex. office in Islamabad. Candidates should be willing to accommodate schedule changes during Ramadan or regional holidays in alignment with operational needs, with fair scheduling practices maintained.

The company offers a comprehensive benefits package including a 24/7 transport system, medical and health insurance, bonuses, and incentives.

Career Growth Opportunities

ibex. Pakistan provides clear pathways for career advancement based on performance and interest. Potential growth roles include Customer Service Representative Supervisor or Team Lead, Office Administrator or Operations Coordinator, Training Specialist, and opportunities for cross-campaign or cross-departmental growth in areas such as marketing, IT, and human resources.

Disclaimer: This role is strictly customer support-focused and does not involve sales activities.