Customer Success Specialist (US & UK Region)

Overview

ibex. Pakistan is hiring Customer Success Specialist in Lahore for a leading international eCommerce client (US & UK region).

This opportunity is ideal for individuals looking to build a career in call center jobs in Lahore, customer service, and international support roles. You will be responsible for assisting global customers with their queries related to orders, deliveries, returns, refunds, and account support.

This is a non-sales role, focused on delivering exceptional customer experience and issue resolution.

Qualifications

• Excellent English communication skills (mandatory)
• Ability to communicate with US & UK customers (neutral/American/British accent preferred)
• Minimum Matric / O Levels (Bachelor’s preferred)
• Strong problem-solving and interpersonal skills
• Basic knowledge of Microsoft Office / Google Workspace
• Ability to multitask across CRM tools and communication platforms
• Experience in international call center or eCommerce support is a plus
• Fresh candidates seeking call center jobs in Lahore are encouraged to apply
• Must be 18+ with valid CNIC

Responsibilities

• Handle high-volume inbound calls, chats, and emails from US & UK customers
• Assist with order tracking, delivery updates, returns, refunds, and account-related queries
• Provide accurate information regarding products, pricing, shipping, and policies
• Deliver first-call resolution (FCR) through effective problem-solving
• Maintain a professional, empathetic, and customer-first approach
• Follow client SOPs, quality standards, and compliance guidelines
• Use CRM systems to log interactions and manage customer cases
• Achieve KPIs including CSAT, NPS, AHT, and Quality Scores
• Escalate complex issues appropriately while ensuring customer satisfaction

Stay updated on process changes and system updates