Customer Support Specialist (Night Shift) – US Inbound & Outbound Voice | Karachi

Company: ABS International – 16+ Years Global BPO & Digital Services
Location: Karachi, Pakistan (On‑site) – Gulistan‑e‑Johar / Gulshan‑e‑Iqbal
Shift: Monday–Saturday | Choose 6:00 PM–2:00 AM or 8:00 PM–4:00 AM PKT
Job Type: Full‑time
Salary & Earnings: PKR 63,000 – 75,000+ per month (Base PKR 45,000–50,000 + Incentives PKR 18,000–25,000) + Daily Cash Rewards for Top Performers
Language: Fluent in English (C1 +) required

About ABS International

ABS International is a globally recognized software & BPO company with over 16 years of experience delivering high‑performance services to international (primarily US‑based) clients. We specialize in providing secure, scalable, and data‑driven customer support and digital operations at night shift in Karachi. Join us as we expand our Karachi team and build a future of growth, expertise and global client impact.

Role Overview

We are hiring a Customer Support Specialist (Night Shift) focused on US inbound and outbound voice calls. You will deliver professional, high‑quality customer service, handle de‑escalation of calls, meet key performance indicators, and grow within our dynamic environment. This is an on‑site role in Karachi with structured training and performance‑based earnings.

Key Responsibilities

• Provide inbound and outbound voice support for US‑based customers—voice only.
• Resolve customer issues efficiently and with empathy; aim for First Contact Resolution (FCR).
• Apply de‑escalation techniques to handle challenging calls and maintain quality outcomes.
• Meet daily KPIs: Average Handle Time (AHT), FCR, Customer Satisfaction (CSAT).
• Participate in daily coaching, QA reviews, and continuous improvement sessions.
• Log case notes accurately in CRM, follow Standard Operating Procedures (SOPs).

Required Skills & Experience

• 1+ years of professional experience in inbound international voice support, BPO or call‑centre environment.
• Fluent English (C1 +): clear spoken & written communication, neutral accent.
• Strong active‑listening, empathy, problem‑resolution and de‑escalation skills.
• Comfortable with on‑site night shift (Karachi) and meeting measurable KPIs.
• Reliable attendance, punctuality and basic computer/CRM system familiarity.

What We Offer

• Structured paid onboarding and daily coaching.
• Clear progression path: Specialist → Senior Specialist → Team Lead.
• Competitive monthly pay + incentives + daily cash rewards for top performers.
• 15 paid annual leaves + national holidays.
• Supportive on‑site environment with stable international campaigns and long‑term career growth.

How to Apply

Click “Apply” on Indeed and attach your CV. In a one‑line cover note include:

“I have X years’ experience in inbound international voice support and I’m available for night shifts in Karachi.” Shortlisted candidates will receive a phone‑screen invitation within 48 hours.

Job Type: Full-time

Pay: Rs40,000.00 - Rs50,000.00 per month

Application Question(s):

• Available for night shift (6 PM–2 AM OR 8 PM–4 AM) and on-site at Gulistan-e-Johar?
• Verifiable 1+ year experience in international calling (sales OR support)?

Work Location: In person