Chat Support Specialist (E-Commerce)

ibex. Pakistan


Date: 2 weeks ago
City: Karachi
Contract type: Full time
In this role, you will be the first point of contact for customers, handling a variety of inquiries and issues. The ideal candidate is a patient and professional communicator, an effective multitasker, and is passionate about providing world-class customer support.

Qualifications

  • Minimum Intermediate or above
  • Proficiency in verbal communication skills in English is essential
  • Advanced proficiency in MS Excel
  • 6 months of proven experience in a customer-facing role is required

Responsibilities

  • Professionally manage a high volume of inbound chat and emails from customers regarding their complaints, requests, order status, follow-ups, and general inquiries
  • Deliver an exceptional customer experience on every chat and email, maintaining a professional, empathetic, and courteous demeanor while adhering to high-quality service standards
  • Accurately identify customer needs, troubleshoot issues, and provide clear and correct solutions. Ensure that all resolutions are provided in strict accordance with company policies and procedures
  • Navigate multiple software applications (CRM, order management systems, knowledge base) simultaneously
  • Strive to meet and exceed individual and team performance metrics, including NPS, Customer Satisfaction (CSAT), and call handling time (AHT)

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