Customer Service Specialist

Ibex Pakistan is currently offering an exciting opportunity for fresh graduates to join as Customer Success Specialists within their operations team 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, particularly from 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 roles or call center positions in Islamabad are encouraged to apply. This position is strictly non-sales.

Key Responsibilities

- Professionally handle a large volume of incoming calls from US customers, addressing complaints, order status, follow-ups, and general inquiries promptly.
- Provide accurate information regarding products, services, pricing, availability, delivery timelines, warranties, return policies, and support procedures.
- Engage customers courteously and attentively, creating a friendly and caring interaction.
- Offer alternatives for products or items 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 empathy, patience, and composure.
- Maintain cultural awareness and use courteous language appropriate for the US customer base.
- Utilize and update multiple software applications, including CRM, order management systems, and knowledge bases, while actively communicating with customers.
- Strive to meet and exceed performance metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), First Call Resolution (FCR), and Average Handling Time (AHT).
- Collect and share customer feedback with 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 with a clear American accent to effectively assist US customers.
- Minimum education requirement of Matriculation (O Levels equivalent); a Bachelor’s degree or diploma is a plus.
- Candidates must be 18 years or older and able to present valid identification during the interview.
- Basic proficiency in common office tools such as Microsoft Office or Google Workspace, including Excel and document formatting.
- Experience with CRM systems is considered an advantage.

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 as per operational needs.
- Benefits include 24/7 transport services, medical and health insurance, bonuses, and incentives.
- Career growth 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 advancement in areas like marketing, IT, and HR.

This role offers a valuable entry point into the customer service industry with a reputable organization, providing a supportive environment for professional development and career progression.