Customer Service Specialist

Ibex Pakistan is currently offering an exciting opportunity for fresh graduates to join as a Customer Success Specialist within their operations department in Islamabad. This role involves managing a high volume of incoming calls from US-based customers, addressing their inquiries, complaints, and requests with professionalism and empathy. The ideal candidate will demonstrate excellent English communication skills, a calm and results-driven approach, and the ability to handle sensitive information discreetly. Prior experience with international customers, especially those based in the USA, is advantageous but not mandatory. A positive attitude, strong work ethics, and enthusiasm for working in a dynamic customer support environment are essential. Fresh graduates and students seeking entry-level positions or call center jobs in Islamabad are encouraged to apply. This is a non-sales role.

Key Responsibilities
- Professionally handle a large number of incoming calls from US customers, managing complaints, order status inquiries, follow-ups, and general questions promptly.
- Provide accurate and detailed information regarding products, services, pricing, availability, delivery timelines, warranties, return policies, and support procedures.
- Maintain a courteous, friendly, and empathetic tone to ensure a positive customer experience.
- Offer alternative product suggestions when items are unavailable on the e-commerce platform.
- Identify customer needs accurately, troubleshoot issues, and deliver clear solutions in line with ibex Pakistan’s standard processes.
- Deliver exceptional customer service with patience and composure.
- Demonstrate cultural awareness and appropriate communication etiquette tailored to the US customer base.
- Utilize and update multiple software systems simultaneously, including CRM, order management, and knowledge base platforms, while actively engaging with customers on calls.
- Aim to exceed 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.
- Stay informed about updates to CRM systems, processes, and operational changes.

Required Qualifications
- Exceptional verbal communication skills in English are mandatory.
- A clear American accent is required to effectively assist the US customer base.
- Minimum education requirement is Matriculation (O Levels equivalent); a Bachelor’s degree or diploma is a plus.
- Candidates must be at least 18 years old and able to present valid identification during the interview process.
- Basic proficiency in common office software such as Microsoft Office or Google Workspace, including Excel and document formatting.
- Experience with CRM systems is advantageous but not essential.

Preferred Qualifications and Benefits
- This is a full-time, on-site position based in one of ibex’s offices in Islamabad/Rawalpindi.
- Flexibility to work evening and night shifts, including schedule adjustments during Ramadan and regional holidays, aligned with operational needs.
- Benefits include 24/7 transportation services, medical and health insurance, performance bonuses, and incentives.
- Career advancement opportunities are available based on performance and interest, including roles such as Customer Service Supervisor, Team Lead, Office Administrator, Operations Coordinator, Training Specialist, and potential cross-campaign or cross-departmental growth in areas like marketing, IT, and HR.

This role offers a solid foundation for individuals eager to build a career in customer service within a reputable international company, providing both professional development and a supportive work environment.