Responsibilities
- Handle a large number of incoming chats and emails professionally, addressing complaints, requests, order status inquiries, follow-ups, and general questions promptly.
- Deliver accurate details about products and services, including pricing, availability, delivery timelines, warranties, return policies, and standard support procedures.
- Suggest alternative products when requested items are unavailable on the ecommerce site.
- Precisely determine customer needs, resolve problems, and offer clear and correct solutions.
- Ensure all resolutions strictly follow ibex Pakistan's standard processes and procedures.
- Follow up with clients to confirm issues are resolved and they are satisfied with the service.
- Utilize and log data in multiple software applications, such as CRM, order management systems, and knowledge base systems.
- Aim to meet or exceed individual and team performance targets, including NPS, CSAT, and average handling time.
- Attend training sessions and team meetings to remain current on company products, services, and support processes.
Nice to Have
- A bachelor's degree or diploma is advantageous.
Work Arrangement
Remote (Worldwide)
Other
- Language: English
- On-site training until nesting
