Customer Success Manager - TJ / 1927617

Our client Ibex is looking for a Customer Success Manager in Karachi

Ibex Pakistan is seeking a dedicated Customer Success Specialist to join its team in Karachi. In this role, the specialist will represent top international companies by providing exceptional customer support to their United States-based customers. The position involves managing a high volume of incoming calls and chats daily, addressing customer issues, inquiries, complaints, and requests with professionalism and efficiency. The ideal candidate is expected to deliver world-class service, demonstrate cultural sensitivity, and maintain composure while handling a variety of customer interactions. With a focus on collaboration and performance, this role also includes managing a team of 20 individuals to achieve service and quality goals.

The Customer Success Specialist will utilize multiple software tools, including Customer Relationship Management (CRM) systems, order management, and knowledge base applications, to document interactions and resolve customer concerns accurately. This role requires excellent English communication skills with a clear American accent, strong multitasking abilities, and adherence to ibexs policies and procedures. Candidates with minimum educational qualifications and a passion for delivering exceptional customer experiences are encouraged to apply. The position offers career advancement opportunities within ibex, including supervisory and cross-departmental roles.

Responsibilities

• Professionally manage a high volume of incoming calls and chats from US-based customers daily, addressing complaints, requests, order status inquiries, follow-ups, and general questions promptly and courteously.
• Provide accurate and up-to-date information on products, services, pricing, availability, delivery schedules, warranties, return policies, and related customer support procedures.
• Identify customer needs quickly and troubleshoot issues effectively to offer clear, correct solutions in accordance with company policies and quality standards.
• Deliver empathetic, patient, and composed service to every customer to ensure a positive experience and build long-term customer relationships.
• Demonstrate cultural awareness and use courteous language and proper communication etiquette suited to the US customer base.
• Use multiple software applications including Customer Relationship Management (CRM) systems, order management systems, and knowledge bases to record customer interactions accurately while actively engaging in conversations.
• Meet and strive to exceed team and individual performance metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), First Call Resolution (FCR), and Average Handling Time (AHT).
• Collect and document customer feedback, sharing valuable insights with supervisors to help improve service quality and to identify and resolve recurring issues effectively.
• Lead and manage a team of 20 customer support professionals, providing guidance, motivation, and performance feedback to uphold service standards and team goals.
• Coordinate with team members and management to ensure scheduling needs are met, including flexibility during regional holidays or special operational periods like Ramadan.
• Support continuous training and development initiatives for the team to foster a culture of excellence and professional growth.
• Uphold all company policies, confidentiality standards, and data protection regulations while handling customer information and communications.