Customer Success Specialist (US & UK Region)

ibex. Pakistan is seeking a Customer Success Specialist based in Lahore to support a leading international eCommerce client serving the US and UK markets. This role is ideal for individuals aiming to develop a career in customer service, call center operations, and international support. The primary focus is on assisting global customers with inquiries related to orders, deliveries, returns, refunds, and account management. This position is strictly non-sales and centers on providing exceptional customer experiences through effective issue resolution.

Key Responsibilities:
- Handle a high volume of inbound calls, chats, and emails from customers in the US and UK regions.
- Assist customers with order tracking, delivery updates, returns, refunds, and account-related questions.
- Provide accurate and clear information regarding products, pricing, shipping, and company policies.
- Strive for first-call resolution by applying strong problem-solving skills.
- Maintain a professional, empathetic, and customer-focused approach at all times.
- Adhere to client Standard Operating Procedures (SOPs), quality standards, and compliance requirements.
- Utilize CRM systems to document customer interactions and manage cases efficiently.
- Meet key performance indicators (KPIs) such as Customer Satisfaction (CSAT), Net Promoter Score (NPS), Average Handle Time (AHT), and Quality Scores.
- Escalate complex issues appropriately while ensuring customer satisfaction is maintained.
- Stay informed about process changes and system updates to provide accurate support.

Required Qualifications:
- Excellent command of English communication skills is mandatory.
- Ability to effectively communicate with US and UK customers; a neutral, American, or British accent is preferred.
- Minimum education requirement is Matriculation/O Levels; Bachelor’s degree is preferred.
- Strong problem-solving abilities and interpersonal skills.
- Basic proficiency in Microsoft Office or Google Workspace applications.
- Capability to multitask across CRM tools and various communication platforms.
- Candidates must be at least 18 years old and possess a valid CNIC.

Preferred Qualifications and Benefits:
- Previous experience in an international call center or eCommerce customer support environment is advantageous but not required.
- Fresh candidates seeking opportunities in call center roles in Lahore are encouraged to apply.

This role offers a valuable opportunity to build a career in international customer support within a dynamic and fast-growing eCommerce sector. The focus on quality customer service and professional development makes it suitable for motivated individuals looking to grow their skills in a global business environment.