Customer Success Specialist

ibex. Pakistan is offering an exciting fresh job opportunity in Islamabad! We are looking for a Customer Success Specialist within the operations department who will be responsible for handling a large number of incoming calls for customer issues and inquiries on a daily basis.

The ideal candidate should have good excellent English and communication skills, be professional, empathetic and discrete while handling sensitive information. They should also have the ability to manage multiple priorities with a calm and results-focused approach. Having prior experience in dealing with international customers - even better if they were based in USA - is a big plus.

But above that, the candidate should have a can-do attitude, good work ethics and be passionate about working in a dynamic customer support environment. PS A sense of humor would help too! Disclaimer This is not a sales-based job.

Professionally manage a high volume of incoming calls from US-based customers 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 Convey interest in each customer through their words with courtesy, attention, a friendly and caring image 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 Deliver exceptional customer service to every customer with empathy, patience and in a composed manner Provide a positive customer experience by demonstrating cultural awareness, courteous language, and appropriate communication etiquette across the USA region Use and record data on multiple software applications (Customer Relationship Management (CRM) software, order management systems (OMS) and knowledge base systems (KBS)), while actively listening and speaking with the customer simultaneously on call Strive to meet and exceed individual and team performance metrics, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), First Call Resolution (FCR) and Average Handling Time (AHT) Collect customer feedback and share insights with supervisors to improve service quality and solve any recurring issues Staying up to date w…