Email & Chat Support Representative

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

Job Specifications

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  The role is a full-time, on-site job in ibex. offices in Karachi & Lahore.
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  Willingness to support schedule changes during Ramadan or regional holidays as per requirements of operational needs (with fair scheduling practices).
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  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:

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  Customer Service Representative Supervisors/ Team Lead
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  Office Administrator / Operations Coordinator
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  Training Specialists
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  Cross-campaign growth for more exposure

Cross-departmental growth for specific interests like marketing, IT, HR, etc.

Job Type: Full-time

Pay: Up to Rs100,000.00 per month

Education:

• Intermediate (Required)

Work Location: In person

Requirements

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