Customer Success Manager - TJ / 1927617

Our client, Ibex Pakistan, is seeking a Customer Success Manager to join their team in Karachi. This role involves representing leading international companies by delivering exceptional customer support to US-based customers. The successful candidate will handle a high volume of incoming calls and chats daily, addressing inquiries, complaints, requests, and order-related issues with professionalism and efficiency. The position also includes managing a team of 20 customer support specialists to meet service quality and performance goals.

Key Responsibilities

- Manage a large volume of inbound calls and chats from US customers, responding promptly and courteously to complaints, requests, order status inquiries, and general questions.
- Provide accurate information regarding products, services, pricing, availability, delivery schedules, warranties, return policies, and other customer support procedures.
- Quickly identify customer needs and troubleshoot issues to deliver clear, effective solutions aligned with company policies and quality standards.
- Maintain empathy, patience, and composure to ensure positive customer experiences and foster long-term relationships.
- Demonstrate cultural sensitivity and use appropriate communication etiquette tailored to the US customer base.
- Utilize multiple software tools, including Customer Relationship Management (CRM) systems, order management platforms, and knowledge bases, to document interactions and resolve concerns accurately.
- Achieve and exceed team and individual performance metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), First Call Resolution (FCR), and Average Handling Time (AHT).
- Collect and document customer feedback, providing insights to supervisors for continuous service improvement and effective resolution of recurring issues.
- Lead and motivate a team of 20 customer support professionals, offering guidance, performance feedback, and support to maintain high service standards.
- Coordinate team scheduling to meet operational needs, including flexibility during regional holidays and special periods such as Ramadan.
- Support ongoing training and development initiatives to promote professional growth and a culture of excellence.
- Ensure strict adherence to company policies, confidentiality standards, and data protection regulations when handling customer information.

Required Qualifications

- Excellent English communication skills with a clear American accent.
- Strong multitasking abilities and proficiency in using CRM and related customer support software.
- Minimum educational qualifications as required by the company.
- Ability to maintain professionalism and composure in a fast-paced, high-volume customer service environment.
- Demonstrated cultural awareness and sensitivity in dealing with US-based customers.
- Proven leadership skills with experience managing and motivating a team.

Preferred Qualifications and Benefits

- Passion for delivering outstanding customer experiences.
- Opportunities for career advancement within Ibex, including supervisory and cross-departmental roles.
- Exposure to international business practices and a dynamic work environment.
- Supportive team culture focused on continuous learning and professional development.

This role offers a rewarding opportunity to contribute to a global customer service operation while advancing your career in a leading organization. Candidates who meet the qualifications and are committed to excellence are encouraged to apply.