Email & Chat Support Specialist

Job Overview

We are looking for some incredible people who are passionate about working in a customer support or customer experience (CX) industry. The ideal candidate should have excellent written communication (including grammar and vocabulary) skills and have a positive and professional attitude. This role requires you to be a keyboard whizz with intellect. Someone who can instantly come up with solutions or improvise in difficult situations and know how to deal with all kinds of customers. Fresh graduates and students searching for entry-level roles in Pakistan are encourage to apply.

Job Description

• Professionally manage a high volume of incoming chats/emails and cater to their complaints, requests, order status, follow-ups, and general inquiries promptly
• Provide accurate information on products/services, pricing, availability, delivery timelines, warranties, return policies, and general support procedures
• Providing alternatives to products/items, which are not available on the ecommerce website
• Accurately identify customer needs, troubleshoot issues, and provide clear and correct solutions. Ensure that all resolutions are provided in strict accordance with ibex. Pakistan’s standard processes and procedures
• Follow up with clients/customers to ensure their issues are resolved and they are satisfied with the service provided
• Use and record data on multiple software applications (Customer Relationship Management (CRM) software, order management systems (OMS) and knowledge base systems (KBS)
• Strive to meet and exceed individual and team performance metrics, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Average Handling Time (AHT)
• Participate in training sessions and team meetings to stay updated on the company’s products, services, and support processes
  
  

Job Requirements

• Excellent written and verbal communication skills in English is a must
• Candidate should be minimum Matric or O Levels pass. Bachelor’s degree or diploma would be a plus
• Candidate should be 18 years or older (You will be required to show your CNIC during the interview)
• Basic knowledge of common office tools like Microsoft Office/Google Workspace, particularly in MS Excel and MS Word
• Good typing skills. Must be able to write at least 40 words per minute (WPM)
  
  

Job Specifications

• The role is a full-time, on-site job in ibex. offices in Karachi, Lahore or Islamabad
• Willingness to support schedule changes during Ramadan or regional holidays as per requirements of operational needs (with fair scheduling practices)
• Perks & Benefits: 24/7 transport system, medical and health insurance, bonuses, incentives, etc
  
  

Career Growth Opportunities at ibex. Pakistan

This role offers career growth pathways, depending on performance and interest, including:

• Customer Service Representative Supervisors/ Team Lead
• Office Administrator / Operations Coordinator
• Training Specialists
• Cross-campaign growth for more exposure
• Cross-departmental growth for specific interests like marketing, IT, HR, etc
  
  

Perks & Benefits

Medical Insurance

Permanent Employment Status

Provident Fund

Internal Job Opportunities

Annual Leaves

Leaves Encashment

Referral Bonus

Company Pick & Drop