Customer Success Specialist (50 Vacancies) – Ibex Jobs Karachi, Lahore & Islamabad 2026

About the Organization

ibex. Pakistan is one of the country’s largest business process outsourcing (BPO) employers, with offices in Karachi, Lahore and Islamabad. The company is known for structured training programmes, permanent employment status and clear internal promotion paths.

Position Overview

ibex. Pakistan is hiring 50 Customer Success Specialists across its Karachi, Lahore and Islamabad offices. The role sits within the operations department and involves handling a high volume of incoming calls from US-based customers, resolving issues and answering inquiries.

Important: ibex. has confirmed that this is not a sales-based role — there are no sales targets. The focus is entirely on customer service quality. Fresh graduates and students looking for entry-level or call centre roles in Karachi, Lahore or Islamabad are encouraged to apply.

Job Details

• Position: Customer Success Specialist
• Organization: ibex. Pakistan
• Locations: Karachi, Lahore and Islamabad
• Number of Vacancies: 50
• Working Hours: 9 hours
• Job Shift: Evening / Night (US hours)
• Work Setup: Full time, on-site
• Industry: BPO / Call Centre

Eligibility Criteria

• Exceptional verbal communication skills in English are essential
• Clear American accent to communicate effectively with a US customer base
• Minimum Matric or O Levels; a Bachelor’s degree or diploma is an advantage
• Candidate must be 18 years or older (CNIC required at interview)
• Basic knowledge of Microsoft Office or Google Workspace, including Excel and document formatting
• Experience with CRM systems is a bonus but not required
• Prior experience dealing with international customers is preferred, particularly US-based clients
• Willingness to support schedule changes during Ramadan and regional holidays, with fair scheduling practices in place
• Fresh graduates and students are encouraged to apply

Key Responsibilities

• Manage a high volume of incoming calls from US-based customers, handling complaints, requests, order status queries and general inquiries.
• Provide accurate information on products, services, pricing, availability, delivery timelines, warranties and return policies.
• Convey genuine interest in each customer through courteous, attentive and friendly communication.
• Suggest alternatives for products or items unavailable on the ecommerce website.
• Identify customer needs accurately, troubleshoot issues and provide clear solutions in line with company standards.
• Deliver service with empathy, patience and composure, demonstrating cultural awareness appropriate to the US market.
• Record data across CRM, order management and knowledge base systems while actively speaking with customers on call.
• Meet individual and team performance metrics including Net Promoter Score, Customer Satisfaction, First Call Resolution and Average Handling Time.
• Collect customer feedback and share insights with supervisors to improve service quality.
• Stay current with CRM updates, system information and process changes.

Career Growth Opportunities

ibex. Pakistan offers defined progression pathways from this role, depending on performance and interest:

• Customer Service Representative Supervisor or Team Lead
• Office Administrator or Operations Coordinator
• Training Specialist
• Cross-campaign moves for broader exposure
• Cross-departmental growth into areas such as marketing, IT or HR

Perks & Benefits

• Medical and health insurance
• Permanent employment status
• Provident fund
• 24/7 transport system with company pick and drop
• Annual leaves and leave encashment
• Bonuses and incentives
• Referral bonus
• Access to internal job opportunities

Office Locations

Karachi: ibex Tower, Plot No. 5, Block B, SMCHS, adjacent to FTC Building, Shahra-e-Faisal, Karachi 75500.
Positions are also available at the company’s Lahore and Islamabad offices.

How to Apply

Interested candidates should apply through the official ibex. careers portal using the button on this page.

Source: Official ibex. Pakistan careers portal — ibex.co