Customer Service - International Voice Campaign

About the job

Company Description ibex. is a global business process outsourcing (BPO) and customer experience (CX) leader, providing end-to-end customer engagement solutions for many of the world’s leading brands across retail, e-commerce, healthcare, fintech, utilities, and logistics. With 34 operations facilities worldwide and a diverse team of over 35,000 employees, ibex. manages nearly 200 million customer interactions each year. The company leverages advanced technology, including its Wave X platform, to deliver efficient, data-driven, and high-quality customer experiences. By combining people, processes, and technology, ibex. helps clients acquire, engage, and retain valuable customers while creating growth opportunities for team members. Candidates can learn more about ibex. and its culture by visiting talentibex.com.
Role Description This is a full-time, on-site role based in Karāchi for a Customer Service Representative supporting an international voice campaign. The role involves handling inbound and outbound customer calls, addressing inquiries, resolving issues, and providing accurate, timely information. Team members will manage customer accounts, document interactions in the system, and follow established procedures and quality standards. The position requires maintaining a professional and empathetic tone, meeting performance metrics such as first-call resolution, quality scores, and adherence, and collaborating with supervisors and peers to improve processes. Flexibility to work in shifts, including evenings, nights, weekends, and holidays, may be required based on campaign needs.
Qualifications
 

• Strong customer-facing skills, including Customer Service, Customer Support, and Customer Experience capabilities.
• Ability to maintain high Customer Satisfaction through effective problem-solving, empathy, and conflict resolution.
• Excellent Phone Etiquette, clear verbal communication, and active listening skills for international voice-based interactions.
• Proficiency in spoken and written English; additional language skills are an advantage.
• Comfort using computer systems, CRM tools, and call-handling software while multitasking during live calls.
• Previous experience in a contact center, BPO, or customer-facing role (voice campaign experience is a plus).
• Minimum high school education; a college degree or ongoing studies in a relevant field is preferred.
• Ability to work on-site in Karāchi, adapt to rotating shifts, and perform effectively in a fast-paced, target-driven environment.