Customer Success Specialist (US & UK Region)

ibex · India

FULL TIME

Job Description

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

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Company	ibex
Location	India
Type	FULL TIME
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Customer Success Specialist (US & UK Region)

Job Description

Overview

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Responsibilities