Email & Chat Support Representative

Full job description

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 Specifications

• The role is a full-time, on-site job in ibex. offices in Karachi & Lahore.
   
• 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.

Job Type: Full-time

Work Location: In person

Requirements

• Excellent written and verbal communication skills in English is a must.Candidate should be minimum Matric or O Levels pass.
   
• A 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)