Customer Service Representative

**ibex. Pakistan is Hiring: Client/Customer Support Specialist (Karachi)** **Location:** Karachi, Pakistan **Job Type:** Full\-Time (On\-Site) ibex. Pakistan is seeking a dedicated and professional **Client/Customer Support Specialist** to join its customer service team. The selected candidate will be responsible for delivering high\-quality support by addressing customer inquiries, resolving issues, and ensuring a seamless customer experience. **Key Responsibilities** * Manage a high volume of inbound calls or chats, addressing customer concerns, requests, and inquiries promptly. * Provide accurate information regarding products, services, pricing, availability, delivery timelines, warranties, and return policies. * Identify customer needs, troubleshoot issues, and deliver effective solutions in line with company policies. * Suggest suitable alternatives when products are unavailable. * Ensure exceptional customer service through professionalism, empathy, and patience. * Maintain records and update information using CRM systems and other support tools. * Follow up with customers to ensure resolution and satisfaction. * Achieve performance targets including CSAT, NPS, FCR, and AHT. * Collaborate with internal teams to enhance service delivery. * Participate in training sessions and team meetings to stay updated on processes and products. **Requirements** * Minimum 1 year of experience in customer service, call centers, retail, or similar roles. * Excellent verbal and written communication skills in English. * Minimum qualification: Matric/O Levels (Bachelor’s degree preferred). * Must be at least 18 years old (CNIC required). * Proficiency in Microsoft Office or Google Workspace (especially Excel and Word). * Familiarity with CRM systems is an advantage. **Job Specifications** * Full\-time, on\-site position. * Flexibility to work evening and night shifts. * Willingness to accommodate schedule changes during Ramadan and public holidays. **Perks \& Benefits** * 24/7 transport facility * Medical and health insurance * Performance\-based bonuses and incentives **Career Growth Opportunities** * Team Lead / Supervisor roles * Operations and Administrative positions * Training and Development roles * Cross\-campaign and cross\-departmental growth (Marketing, IT, HR, etc.)