Email & Chat Support Specialist (30 Vacancies) – Ibex Jobs Karachi & Lahore 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, making it a common entry point into Pakistan’s customer experience industry.

Position Overview

ibex. Pakistan is hiring 30 Email & Chat Support Specialists across its Karachi and Lahore offices. This is a non-voice role — support is delivered entirely through written chat and email rather than phone calls, making it well suited to candidates with strong writing skills who prefer not to work on calls.

The role requires excellent written English including grammar and vocabulary, fast and accurate typing, and the ability to resolve customer issues independently. Fresh graduates and students looking for entry-level roles in Pakistan are encouraged to apply.

Job Details

• Position: Email & Chat Support Specialist
• Organization: ibex. Pakistan
• Locations: Karachi and Lahore
• Number of Vacancies: 30
• Working Hours: 9 hours
• Job Shift: Morning, Evening or Night
• Work Setup: Full time, on-site
• Industry: BPO / Call Centre

Eligibility Criteria

• Excellent written and verbal communication skills in English are essential
• 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)
• Typing speed of at least 40 words per minute
• Basic knowledge of Microsoft Office or Google Workspace, particularly MS Excel and MS Word
• 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 chats and emails, handling complaints, requests, order status queries, follow-ups and general inquiries promptly.
• Provide accurate information on products, services, pricing, availability, delivery timelines, warranties and return policies.
• Suggest alternatives for products or items that are unavailable on the ecommerce website.
• Identify customer needs accurately, troubleshoot issues and provide clear solutions in line with company standards and procedures.
• Follow up with customers to confirm their issues are resolved and they are satisfied with the service.
• Record data across CRM, order management and knowledge base systems.
• Meet individual and team performance metrics including Net Promoter Score, Customer Satisfaction and Average Handling Time.
• Participate in training sessions and team meetings to stay updated on products, services and support processes.

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 office.

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