Customer Success Specialist

2 weeks ago

Karachi, Sindh, Pakistan ibexl Full time 500,000 - 1,500,000 per year

Job Overview
In this role, you will be the first point of contact for our US-based customers, handling a variety of inquiries and issues. The ideal candidate is a patient and professional communicator, an effective multitasker, and is passionate about providing world-class customer support.

Job Description

  • Professionally manage a high volume of inbound calls from US customers regarding their complaints, requests, order status, follow-ups, and general inquiries
  • Deliver an exceptional customer experience on every call, maintaining a professional, empathetic, and courteous demeanor while adhering to high-quality service standards
  • Accurately identify customer needs, troubleshoot issues, and provide clear and correct solutions. Ensure that all resolutions are provided in strict accordance with company policies and procedures
  • Navigate multiple software applications (CRM, order management systems, knowledge base) simultaneously while actively listening and speaking with the customer
  • Strive to meet and exceed individual and team performance metrics, including NPS, Customer Satisfaction (CSAT), and call handling time (AHT)

Job Specification

  • Proven experience in any customer-facing role is required
  • Exceptional verbal communication skills in English are essential. Candidates must possess a clear, neutral, or American accent to effectively service US-based customers
  • Minimum Matric or O Levels is required
  • Working days "Monday to Friday" and weekends are off.

Perks & Benefits

Medical Insurance

Permanent Employment Status

Provident Fund

Internal Job Opportunities

Annual Leaves

Leaves Encashment

Referral Bonus

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