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AI Summary
Professionally manage high volumes of incoming chats and emails to resolve customer inquiries, complaints, and order-related requests. Maintain accurate records in CRM and order management systems while striving to meet performance metrics like CSAT and AHT.
Overview
We are looking for females who are passionate about working from home in the customer support or customer experience (CX) industry. The ideal candidate should have excellent written communication skills (including grammar and vocabulary) and a positive, professional attitude. This role requires you to be a keyboard whizz with intellect. Someone who can instantly come up with solutions or improvise in difficult situations and know how to deal with all kinds of customers. Fresh graduates and students searching for entry-level roles in Pakistan are encouraged to apply.
Qualifications
- Excellent written and verbal communication skills in English is a must
- Candidate should be minimum Matric or O Levels pass. Bachelor’s degree or diploma would be a plus
- Candidate should be 18 years or older (You will be required to show your CNIC during the interview)
- Basic knowledge of common office tools like Microsoft Office/Google Workspace, particularly in MS Excel and MS Word
- Good typing skills. Must be able to write at least 40 words per minute (WPM)
- Dedicated separate room for remote working
- Backup generator/UPS with a minimum capacity of 2 KVA
- Dedicated connection with speeds above 100 Mbps
- On-site training until nesting
Responsibilities
- Professionally manage a high volume of incoming chats/emails and cater to their complaints, requests, order status, follow-ups, and general inquiries promptly
- Provide accurate information on products/services, pricing, availability, delivery timelines, warranties, return policies, and general support procedures
- Providing alternatives to products/items, which are not available on the ecommerce website
- 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
- Follow up with clients/customers to ensure their issues are resolved and they are satisfied with the service provided
- Use and record data on multiple software applications (Customer Relationship Management (CRM) software, order management systems (OMS) and knowledge base systems (KBS)
- Strive to meet and exceed individual and team performance metrics, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Average Handling Time (AHT)
- Participate in training sessions and team meetings to stay updated on the company’s products, services, and support processes
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