Email & Chat Support Specialist

ibex. Pakistan is seeking motivated individuals passionate about customer support and customer experience (CX) roles. The ideal candidate will demonstrate excellent written communication skills, including strong grammar and vocabulary, along with a positive and professional attitude. This position requires quick thinking and the ability to handle various customer interactions efficiently. Candidates should be comfortable typing swiftly and accurately, as well as adept at problem-solving in challenging situations. Fresh graduates and students looking for entry-level opportunities in Pakistan are encouraged to apply.

Key Responsibilities
- Manage a high volume of incoming chats and emails professionally, addressing complaints, requests, order status inquiries, follow-ups, and general questions promptly.
- Provide accurate information regarding products, services, pricing, availability, delivery timelines, warranties, return policies, and support procedures.
- Suggest alternatives for products or items 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 and procedures.
- Follow up with customers to ensure their issues are resolved and that they are satisfied with the service provided.
- Utilize and document data across multiple software platforms, including Customer Relationship Management (CRM) systems, order management systems (OMS), and knowledge base systems (KBS).
- Aim to meet and exceed individual and team performance metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Average Handling Time (AHT).
- Participate actively in training sessions and team meetings to stay informed about company products, services, and support protocols.

Required Qualifications
- Minimum education requirement is Matriculation or O Levels. A Bachelor’s degree or diploma is considered an advantage.
- Candidates must be 18 years or older and will be required to present valid identification during the interview process.
- Excellent written and verbal communication skills in English are essential.
- Basic proficiency with common office tools such as Microsoft Office or Google Workspace, particularly MS Excel and MS Word.
- Strong typing skills, with a minimum speed of 40 words per minute.

Preferred Qualifications and Benefits
- Fresh graduates and students seeking entry-level roles in Pakistan are highly encouraged to apply.
- The position offers a comprehensive compensation package including 24/7 transport services, medical and health insurance, bonuses, incentives, and a provident fund.
- Additional benefits include permanent employment status, internal job opportunities, annual leaves with encashment options, referral bonuses, and company-provided pick and drop services.
- This is a full-time, on-site role based at ibex. offices in Karachi.

This opportunity is ideal for individuals eager to start or grow their careers in customer experience, offering a supportive environment with room for professional development and competitive benefits.