Customer Success Specialist

Full-Time · Karachi, Lahore, Islamabad · Multiple Posts

Job Responsibilities

• Manage a large volume of customer interactions daily while maintaining high standards of satisfaction and account retention.
• Proactively engage with customers to understand their business goals and drive ongoing product adoption and usage.
• Support, manage, and close renewal transactions while identifying and mitigating risks within the assigned customer base.
• Collaborate with cross-functional sales teams to identify and pursue upsell and account expansion opportunities.
• Resolve customer challenges efficiently and provide advanced product guidance to ensure long-term customer success.
• Document all customer interactions accurately in CRM systems to maintain a complete and reliable account history.
• Analyze customer data trends to forecast renewal likelihood and recommend proactive retention strategies to management.

Requirements & Qualifications

• Education: Bachelor’s Degree preferred
• Experience: Prior experience in business development, sales, or high-volume customer success preferred
• Key Skills: Communication, organization, problem-solving, CRM proficiency, data analysis
• Shift: As per assigned location and client requirements
• Gender: Male & Female
• Apply: talentibex.com/jobs

Customer Success Specialist (Weekends Off)

Full-Time · Karachi · Weekends Off

Job Responsibilities

• Handle a consistent volume of customer interactions on a Monday-to-Friday schedule, maintaining quality and satisfaction targets.
• Build proactive relationships with assigned customer accounts to support retention and product engagement goals.
• Manage and close renewal transactions in a timely manner while flagging at-risk accounts for early intervention.
• Partner with internal sales and support teams to identify cross-sell and upsell opportunities within the customer portfolio.
• Provide clear, accurate product information to resolve customer concerns during the first point of contact wherever possible.
• Update CRM records consistently to ensure accurate tracking of all customer touchpoints and resolution outcomes.
• Participate in weekday team huddles and training sessions to stay current on product updates and client-specific protocols.

Requirements & Qualifications

• Education: Bachelor’s Degree preferred
• Experience: Prior customer success, sales, or business development experience preferred
• Key Skills: Communication, customer relationship management, organization, CRM tools
• Schedule: Weekdays only — Saturdays and Sundays off
• Gender: Male & Female
• Apply: talentibex.com/jobs

Customer Support Executive – Domestic

Full-Time · Lahore, Islamabad, Karachi · Multiple Posts

Job Responsibilities

• Handle inbound customer queries from domestic Pakistani clients via phone, chat, or email, providing accurate and timely resolutions.
• Address billing inquiries, service complaints, and product questions in line with the assigned domestic client’s support protocols.
• Maintain a calm, professional, and culturally appropriate communication style suited to the local Pakistani customer base.
• Log every interaction accurately in the support ticketing system to ensure traceability and consistent service quality.
• Escalate complex or unresolved issues to senior support staff or relevant departments following established escalation procedures.
• Meet daily and monthly performance metrics including call handling time, customer satisfaction scores, and first-call resolution rates.
• Stay updated on domestic client product changes, promotions, and policy updates to provide accurate information to customers.

Requirements & Qualifications

• Education: Intermediate or Bachelor’s Degree
• Experience: Entry-level; prior customer service experience is a plus
• Key Skills: Fluent Urdu and English communication, active listening, conflict resolution, multitasking
• Shift: Rotational shifts as per domestic client requirements
• Gender: Male & Female
• Apply: talentibex.com/jobs

Customer Support Experience

Full-Time · Karachi, Lahore · Multiple Posts

Job Responsibilities

• Deliver exceptional customer support across voice, chat, or email channels for ibex.’s international client portfolio.
• Diagnose customer issues accurately and provide effective first-contact resolution wherever possible to maximize satisfaction scores.
• Navigate multiple internal systems and knowledge bases simultaneously to retrieve accurate account and product information quickly.
• Maintain professionalism and empathy when handling frustrated or escalated customers, de-escalating situations effectively.
• Achieve assigned KPIs including average handle time, quality assurance scores, and customer satisfaction (CSAT) ratings.
• Participate in ongoing coaching sessions and refresher training to continuously improve service delivery standards.
• Identify recurring customer pain points and report patterns to team leads to support process and product improvement initiatives.

Requirements & Qualifications

• Education: Intermediate or Bachelor’s Degree
• Experience: Entry-level; prior international BPO experience is an advantage
• Key Skills: Fluent English communication, neutral accent, active listening, computer navigation, multitasking
• Shift: Rotational shifts including night shifts based on client time zones
• Gender: Male & Female
• Apply: talentibex.com/jobs

Email & Chat Support Specialist

Full-Time · Karachi, Lahore · Multiple Posts

Job Responsibilities

• Respond to customer inquiries through email and live chat platforms, providing clear, accurate, and well-written resolutions.
• Manage multiple concurrent chat conversations while maintaining quality, speed, and accuracy across all customer interactions.
• Draft professional, grammatically correct written responses that align with client brand voice and tone guidelines.
• Use macros, templates, and knowledge base articles efficiently while customizing responses to individual customer needs.
• Escalate complex written cases to senior agents or supervisors when issues fall outside standard resolution procedures.
• Track response time and resolution metrics to ensure compliance with client service level agreements (SLAs).
• Review and proofread outgoing communications for accuracy, tone, and completeness before sending to customers.

Requirements & Qualifications

• Education: Intermediate or Bachelor’s Degree
• Experience: Entry-level; prior written communication or non-voice BPO experience preferred
• Key Skills: Strong written English, typing speed and accuracy, multitasking, grammar and proofreading
• Shift: Rotational shifts based on client requirements
• Gender: Male & Female
• Apply: talentibex.com/jobs

Client Support Specialist

Full-Time · Islamabad · Multiple Posts

Job Responsibilities

• Serve as the front-line point of contact for client account inquiries, ensuring prompt and accurate issue resolution.
• Build and maintain positive working relationships with assigned client accounts to support long-term partnership retention.
• Coordinate internally between operations, quality assurance, and workforce management teams to fulfill client service requirements.
• Track and report on client-specific service metrics, flagging performance gaps to the relevant operational team lead.
• Prepare client-facing reports and status updates summarizing service performance against agreed targets and SLAs.
• Support onboarding of new client requirements or process changes by coordinating training and documentation updates.
• Address and resolve client escalations professionally, ensuring resolution aligns with both client expectations and company policy.

Requirements & Qualifications

• Education: Bachelor’s Degree preferred
• Experience: Prior client relations, account management, or BPO experience preferred
• Key Skills: Relationship management, reporting, cross-functional coordination, communication, problem-solving
• Shift: As per client and operational requirements
• Gender: Male & Female
• Apply: talentibex.com/jobs

Sales Support Specialist

Full-Time · Lahore · 1 Post

Job Responsibilities

• Manage and maintain CRM databases, ensuring lead, contact, and opportunity data remains accurate and up to date.
• Conduct prospect research and prepare detailed pre-meeting briefs to equip sales representatives ahead of client calls.
• Coordinate complex meeting schedules across multiple time zones and manage technical setup for product demonstrations.
• Prepare sales proposals, pitch materials, and contract documentation in collaboration with the sales and legal teams.
• Generate weekly and monthly sales performance reports, providing analytical insights to support pipeline forecasting.
• Monitor sales pipeline stages within the CRM and flag stalled opportunities for follow-up by account executives.
• Support the onboarding of new sales tools and processes by maintaining documentation and training materials for the team.

Requirements & Qualifications

• Education: Bachelor’s Degree
• Experience: 2-5 years in a sales support or administrative role
• Key Skills: CRM systems, Excel, PowerPoint, proposal preparation, reporting and analytics
• Soft Skills: Organization, time management, communication, interpersonal skills
• Gender: Male & Female
• Apply: talentibex.com/jobs

Outbound Sales Representative

Full-Time · Karachi · Multiple Posts

Job Responsibilities

• Make outbound calls to prospective customers to generate sales leads and pitch client products or services effectively.
• Achieve daily, weekly, and monthly sales targets set by the campaign management team while maintaining call quality standards.
• Identify customer needs through structured questioning techniques and recommend suitable products or service packages.
• Handle customer objections professionally and apply persuasive selling techniques to convert leads into confirmed sales.
• Accurately record call outcomes, customer details, and sales data in the CRM system after each completed call.
• Follow campaign-specific scripts and compliance guidelines to ensure consistent and regulation-compliant sales practices.
• Participate in sales coaching sessions and apply feedback to continuously improve call conversion rates.

Requirements & Qualifications

• Education: Intermediate or Bachelor’s Degree
• Experience: Entry-level; prior outbound sales or telemarketing experience preferred
• Key Skills: Persuasive communication, objection handling, target orientation, resilience, CRM data entry
• Shift: Rotational shifts as per campaign requirements
• Gender: Male & Female
• Apply: talentibex.com/jobs

Fraud and Risk Agent

Full-Time · Islamabad · Multiple Posts

Job Responsibilities

• Monitor real-time transactions for high-risk activity using internal fraud detection systems and third-party risk tools.
• Investigate cases of potential fraud including account takeovers, identity theft, and chargeback disputes with thorough documentation.
• Analyze emerging fraud trends and contribute insights toward developing prevention strategies that reduce financial loss exposure.
• Escalate complex or high-value fraud cases to senior risk analysts, ensuring full case context and supporting evidence is provided.
• Collaborate closely with compliance and engineering teams to address systemic vulnerabilities identified during investigations.
• Prepare detailed incident reports documenting fraud patterns, financial impact, and recommended corrective actions.
• Maintain current knowledge of regulatory requirements including KYC and AML standards relevant to the client’s industry.

Requirements & Qualifications

• Education: Bachelor’s Degree
• Experience: 0-1 years in fraud detection, risk management, or related field, preferably in fintech, banking, or e-commerce
• Key Skills: Analytical and investigative thinking, attention to detail, fraud detection tools, KYC/AML familiarity
• Work Style: Ability to perform efficiently in a fast-paced, high-pressure environment
• Gender: Male & Female
• Apply: talentibex.com/jobs

Social Media Coordinator

Full-Time · Lahore · 1 Post

Job Responsibilities

• Monitor and respond to customer comments, messages, and mentions across client social media platforms in a timely manner.
• Coordinate the scheduling and publishing of approved social media content in line with client content calendars.
• Identify and escalate sensitive or reputation-affecting social media interactions to the appropriate client or internal team.
• Track social media engagement metrics and prepare regular performance summaries for client and internal stakeholders.
• Maintain brand voice consistency across all social media responses in accordance with client-specific tone and style guidelines.
• Collaborate with the customer support team to ensure social media-originated complaints are resolved through the proper channels.
• Stay current on social media platform updates and trends to recommend engagement strategies that improve audience interaction.

Requirements & Qualifications

• Education: Bachelor’s Degree, preferably in Marketing, Communications, or related field
• Experience: Prior social media management or community management experience preferred
• Key Skills: Social media platforms (Facebook, Instagram, Twitter/X, TikTok), content scheduling tools, written communication
• Soft Skills: Brand voice consistency, attentiveness, crisis response awareness
• Gender: Male & Female
• Apply: talentibex.com/jobs

Sindhi Speaker

Full-Time · Karachi · Multiple Posts

Job Responsibilities

• Provide customer support to Sindhi-speaking clients across voice or chat channels, ensuring culturally appropriate and accurate communication.
• Translate and explain product or service information clearly in Sindhi for customers who are more comfortable in their native language.
• Handle complex customer queries from the Sindhi-speaking customer base that require nuanced, native-level language understanding.
• Bridge communication gaps between English-language client systems and Sindhi-speaking customers to ensure smooth service delivery.
• Document all interactions in English within CRM systems while delivering verbal or written support in Sindhi as required.
• Support team training initiatives by helping colleagues understand regional dialects, cultural context, or terminology nuances.
• Maintain professional service standards and meet performance KPIs consistent with other customer support roles at ibex.

Requirements & Qualifications

• Education: Intermediate or Bachelor’s Degree
• Language Requirement: Native or fluent proficiency in Sindhi, alongside good English communication
• Experience: Entry-level; prior customer service experience is an advantage
• Key Skills: Bilingual communication, active listening, cultural sensitivity, multitasking
• Gender: Male & Female
• Apply: talentibex.com/jobs

Mandarin Speaker

Full-Time · Karachi, Lahore, Islamabad · Multiple Posts

Job Responsibilities

• Deliver customer support in Mandarin Chinese to international clients and their Mandarin-speaking customer base via voice or chat.
• Translate and interpret product, billing, and service information accurately between Mandarin and English for cross-team coordination.
• Handle complex, high-context customer interactions that require native-level Mandarin fluency and cultural understanding.
• Support international client accounts that specifically require Mandarin-language coverage as part of their service agreement.
• Document all customer interactions in English within CRM systems while delivering frontline support in Mandarin.
• Collaborate with quality assurance teams to ensure Mandarin-language service delivery meets client-specific quality benchmarks.
• Assist in reviewing and refining Mandarin-language scripts, macros, and knowledge base content for accuracy and clarity.

Requirements & Qualifications

• Education: Intermediate or Bachelor’s Degree
• Language Requirement: Fluent or native-level Mandarin Chinese proficiency, alongside good English communication
• Experience: Entry-level; prior multilingual customer support experience is an advantage
• Key Skills: Bilingual communication, translation accuracy, cultural sensitivity, active listening
• Gender: Male & Female
• Apply: talentibex.com/jobs