Customer Success Specialist

Ibex Pakistan is seeking a dedicated Customer Success Specialist to join its team in Karachi. In this role, the specialist will represent top international companies by providing exceptional customer support to their United States-based customers. The position involves managing a high volume of incoming calls and chats daily, addressing customer issues, inquiries, complaints, and requests with professionalism and efficiency. The ideal candidate is expected to deliver world-class service, demonstrate cultural sensitivity, and maintain composure while handling a variety of customer interactions. With a focus on collaboration and performance, this role also includes managing a team of 20 individuals to achieve service and quality goals. The Customer Success Specialist will utilize multiple software tools, including Customer Relationship Management (CRM) systems, order management, and knowledge base applications, to document interactions and resolve customer concerns accurately. This role requires excellent English communication skills with a clear American accent, strong multitasking abilities, and adherence to ibexs policies and procedures. Candidates with minimum educational qualifications and a passion for delivering exceptional customer experiences are encouraged to apply. The position offers career advancement opportunities within ibex, including supervisory and cross-departmental roles.
Responsibilities

Professionally manage a high volume of incoming calls and chats from US-based customers daily, addressing complaints, requests, order status inquiries, follow-ups, and general questions promptly and courteously.
Provide accurate and up-to-date information on products, services, pricing, availability, delivery schedules, warranties, return policies, and related customer support procedures.
Identify customer needs quickly and troubleshoot issues effectively to offer clear, correct solutions in accordance with company policies and quality standards.
Deliver empathetic, patient, and composed service to every customer to ensure a positive experience and build long-term customer relationships.
Demonstrate cultural awareness and use courteous language and proper communication etiquette suited to the US customer base.
Use multiple software applications including Customer Relationship Management (CRM) systems, order management systems, and knowledge bases to record customer interactions accurately while actively engaging in conversations.
Meet and strive to 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, sharing valuable insights with supervisors to help improve service quality and to identify and resolve recurring issues effectively.
Lead and manage a team of 20 customer support professionals, providing guidance, motivation, and performance feedback to uphold service standards and team goals.
Coordinate with team members and management to ensure scheduling needs are met, including flexibility during regional holidays or special operational periods like Ramadan.
Support continuous training and development initiatives for the team to foster a culture of excellence and professional growth.
Uphold all company policies, confidentiality standards, and data protection regulations while handling customer information and communications.

Skills

Customer Relationship Management (CRM) software Communication Skills Multitasking Empathy Problem Solving Team Management Customer Service Cultural Awareness Data Entry Order Management Systems (OMS) Knowledge Base Systems (KBS)

Job Details

Total Positions:

1 Post

Job Type:

Full Time/Permanent

Job Location:

Karachi, Pakistan

Gender:

No Preference

Minimum Experience:

1 Year

Apply Before:

Nov 27, 2026

Posting Date:

Oct 26, 2026

Ibex

· More than 5000 employees - Karachi

'ibex.' is is a public listed company on Nasdaq. We are a people-helping company, inspired to bring about a global change in an otherwise dulled out technological world. Headquartered in Washington, D.C., ibex. has delivery locations across 30 sites in 8 countries and maintains a network of over 25,000+ employees. With its CLX platform, the company’s solutions range from handling 138 million customer interactions yearly for its clients from onshore, offshore and near-shore locations, to acquiring new customers for its clients that add $2.3 billion yearly in lifetime revenues, to deploying its Clear view platform that helps brands manage and optimize their customer experience. Emerging with its client-driven and customer-inspired approach, ibex. Pakistan has achieved the #1 Market Position in delivering the end-to-end customer experience journey to fortune 500 companies. We are among the fastest growing geographical location of ibex currently employing 6500+ employees operating from 8 centers in 3 major cities; Karachi, Lahore, and Islamabad. We offer permanent and contractual job opportunities with internal growth opportunities to striving individuals. We have among the highest female ratio and fresh graduate hiring across the industries. Our mantra is we don’t create jobs we make careers!