Client Support Specialist

Ibex Pakistan is seeking 15 Client/Customer Support Specialists to join their team in Islamabad or Rawalpindi. This role involves being an essential part of the customer service department, assisting clients by actively listening to their concerns, answering inquiries, and resolving issues related to the company’s products and services. The ideal candidate will possess excellent English communication skills, demonstrate professionalism, empathy, and discretion when handling sensitive information. They should be capable of managing multiple priorities calmly and efficiently while maintaining a results-oriented mindset. This position is well-suited for students or fresh graduates looking to start their careers in a dynamic customer support environment. It is important to note that this is not a sales-based role.

Key Responsibilities
- Professionally handle a high volume of incoming calls or chats, addressing complaints, requests, order status updates, follow-ups, and general inquiries promptly.
- Provide accurate information regarding products, services, pricing, availability, delivery timelines, warranties, return policies, and support procedures.
- Offer alternatives for products or items that are unavailable on the e-commerce platform.
- Identify customer needs accurately, troubleshoot issues, and deliver clear, correct solutions in line with ibex Pakistan’s standard processes.
- Deliver exceptional customer service with empathy, patience, and composure.
- Follow up with customers to ensure their issues are fully resolved and satisfaction is achieved.
- Utilize and document information using multiple software applications such as Customer Relationship Management (CRM), Order Management Systems (OMS), and Knowledge Base Systems (KBS) while engaging with customers on calls.
- Aim to meet and exceed individual and team performance metrics, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), First Call Resolution (FCR), and Average Handling Time (AHT).
- Collect customer feedback and communicate insights to supervisors to enhance service quality and address recurring issues.
- Collaborate with client support team members and other departments to ensure a seamless support experience.
- Participate in training sessions and team meetings to stay updated on company products, services, and support processes.

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 advantageous.
- Candidates must be 18 years or older and able to present valid identification during the interview process.
- Basic proficiency in common office tools such as Microsoft Office or Google Workspace, especially MS Excel and MS Word.
- Experience with CRM systems is considered a plus.

Preferred Qualifications and Benefits
This is a full-time, on-site position based at the ibex office in Islamabad. Candidates should be flexible to accommodate schedule changes during Ramadan or regional holidays as operational needs dictate, with fair scheduling practices in place.

Benefits include a 24/7 transportation system, medical and health insurance, bonuses, incentives, permanent employment status, provident fund, annual leaves with encashment options, referral bonuses, and company-provided pick and drop services.

Career Growth Opportunities
Ibex Pakistan offers clear career advancement paths based on performance and interest, including roles such as Customer Service Representative Supervisor or Team Lead, Office Administrator, Operations Coordinator, Training Specialist, and opportunities for cross-campaign or cross-departmental growth in areas like marketing, IT, and HR.

Interested candidates are encouraged to apply through the employer’s official job portal.