100+ Duties of Email and Chat Support Representative Jobs 2025 Ibex Karachi Complete Guide
Are you good at solving problems? Do you like writing more than speaking on the phone? Do you want a job where you can help people but do not need to talk on calls? If yes, then working as an Email and Chat Support Representative at Ibex Karachi can be the right job for you.
This guide will explain everything you need to know about this role. You will learn about daily work, important skills, and how the BPO (Business Process Outsourcing) industry works at Ibex. It does not matter if you are a fresh graduate or already working in another field. This article will show you the duties and help you prepare for this career in 2025.
A Day in the Life of a Digital Problem-Solver: Why Your Role Matters
Customer support today is changing. Before, most support was on calls. Now, email and chat are very important. Many customers prefer typing instead of calling.
As an Email and Chat Support Representative, you are the frontline of the company. You are the one who talks to customers, solves their problems, and makes them happy. Your work is very important because a single good reply can turn an angry customer into a loyal customer.
This role is the future of customer service. You will give answers, solve problems, and build trust only through email and chat.
The First Contact: Greeting and Triage
Your day starts when you log into your support system. This can be a helpdesk tool or a CRM (Customer Relationship Management) system.
The first thing you do is greet the customer and understand their problem. This is called triage. It means you look at the question and decide: is it about billing, shipping, or technical support?
This step is very important. It sets the tone of the conversation and makes sure the problem goes in the right category for quick fixing.
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Setting the Stage for Success
The way you start the chat or email matters a lot. If you use kind and clear words, the customer will feel respected.
Example: Instead of writing “How can I help you?”, you can write “Thank you for reaching out! I’d be happy to help you with your question.”
This shows you care. It makes the customer feel heard and safe.
The Art of Active Listening in Written Form
On the phone, you can listen to the voice and tone. But in email or chat, you cannot hear anything. That is why you must do active reading.
Active reading means reading carefully, not just the words but also the feelings behind them. If a customer writes with anger, you must understand they are upset. Then you write back with respect, patience, and care.
This skill is a big part of written communication.
Mastering the Multitasking Maze: From Inbox to Instant Answers
At Ibex, the work is not only one chat or one email at a time. You will manage many chats together and also check emails at the same time.
Navigating Multiple Conversations with Finesse
One of your biggest duties is multi-tasking. You may talk to 3 or 4 people on live chat while also replying to emails.
You need focus, time management, and quick thinking. You must switch between conversations without forgetting details.
A typing speed of 40+ words per minute is required. Without this, it will be hard to keep up.
Prioritizing Pings: The Urgent vs. Important Framework
Not all questions are the same. Some are urgent, some are not.
Example: A service outage is urgent. A simple question about features is not.
You must quickly decide which problem needs attention first. This is called urgent vs. important framework. It helps you keep the workflow smooth.
Resolving Customer Issues with a Human Touch
Your main duty is not just answering, but solving.
Beyond the Script: Troubleshooting and Problem-Solving
Sometimes, the answer is not in the standard script or knowledge base. You must use problem-solving skills.
Example: A failed payment, a login issue, or a delivery delay. You need to research, think, and give a clear step-by-step solution.
This makes you more than just a responder. It makes you a real helper.
De-escalating the Digital Drama: Handling Upset Customers with Grace
Some customers are angry. They may write in a rude way. Your duty is to stay calm, polite, and professional.
You must show empathy: “I understand your concern.” Then give them a clear way to solve the issue.
If you do this well, the customer will change from upset to satisfied.
The Sherlock Holmes Approach: Investigating Account and Order Inquiries
Many problems are about account details, order status, or tracking numbers.
You must use company systems to check this data. You are like a detective. You look for the right information and share it with the customer quickly.
This is very common in e-commerce support.
The Data Whisperer: Duties Related to Documentation and Record-Keeping
Every chat or email is data. You must record it properly.
The Power of a Well-Kept Record
After every case, you must write a short summary. This includes:
- What was the problem
- What steps you took
- What solution was given
This helps other team members in the future if the same customer contacts again.
Good records are non-negotiable in this job.
Leveraging Data to Drive Customer Satisfaction
The records are not only for history. They also help the company see what problems are common.
Your notes help management improve the service. So, you are not just supporting customers, you are helping the company grow.
The Unsung Hero: Duties Related to Inter-Departmental Collaboration
Your work is not alone. You often work with other teams.
Bridging the Gap: Communicating with Technical and Sales Teams
Some problems need help from the technical team or sales team.
Example: A technical error goes to IT. A billing problem goes to sales or accounts.
You must explain clearly when passing the case. This makes sure the problem is fixed quickly.
The Feedback Loop: Turning Customer Insights into Actionable Intelligence
Customers often share feedback, suggestions, or complaints. You are the first to hear them.
You must pass this feedback to managers or product teams. This way, products and services can improve.
Beyond the Desk: The BPO Environment at Ibex Karachi
Working in a BPO company like Ibex is a special experience. A BPO means Business Process Outsourcing. In simple words, a company in one country helps customers from another country.
Ibex Karachi is one of the top BPO companies in Pakistan. Many young people join Ibex to start their job life. It is a place full of energy and learning.
When you work at Ibex, you talk to people from many countries. You reply to emails and chats, and you solve customer problems. Every day you learn something new. This makes the job exciting and useful for your future career.
Working at Ibex: Company Culture and Core Values
The work culture at Ibex is friendly. People help each other. Teamwork is very important here.
The company also wants employees to grow. Training is given so workers can learn more skills. Many people who start in a small role later move to higher positions.
Most jobs in Ibex are in Night Shift or Evening Shift. This is because customers are from the US or UK, and their time is opposite to Pakistan. It may feel hard in the beginning, but many people adjust quickly.
Ibex also tries to take care of employees. They focus on respect, safety, and good work-life balance.
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The Path to Promotion: Career Growth Opportunities in a BPO
At Ibex, many people begin with a support job. A common role is Email and Chat Support Representative.
This is the first step. From here, you can grow. If you work well, you can become:
- A Team Leader, who guides other agents.
- A Quality Assurance officer, who checks work quality.
- A Trainer, who teaches new employees.
- A member of HR, who manages hiring and staff.
This shows there are many career paths inside Ibex. Hard work and patience can take you far.
mail and Chat Support Representative Jobs 2025 Ibex Karachi Complete Guide
| Word | Easy Meaning |
|---|
| Job Type | Full-time (Evening / Night Shift) |
| Application Date | Check on the official website |
| Job Location | Ibex Office, Karachi, Pakistan |
| Salary | Around PKR 40,000 – 55,000 per month (depends on skills) |
| Skills Needed | Good English writing, 40+ WPM typing speed, empathy, patience |
| Official Website | Apply Online Through |
Essential Skills That Make You a Superstar Representative
For this job, you do not only need a degree. Yes, education like Matric, Intermediate, or O Levels is important. But more than that, you need good skills.
There are three main skill types:
- Writing skills – clear emails and chats.
- Soft skills – empathy, patience, and good manners.
- Typing skills – speed and accuracy.
Let us look at them in detail.
Crafting the Perfect Message: The Art of Written Communication
Good writing is the most important part of this job. You must write clear and correct English.
This means:
- No grammar mistakes.
- Proper punctuation.
- A professional but polite tone.
You should never sound rude. You should also not write in very casual words. A perfect message is friendly but still professional.
The Soft Skills that Set You Apart: Empathy and Patience
Soft skills make you different from others. Two main soft skills are empathy and patience.
- Empathy means understanding how the customer feels. Even if they don’t say it, you should know if they are upset. Show care in your words.
- Patience means staying calm. Some customers may repeat questions or complain a lot. If you lose your temper, things will get worse. A patient agent can handle any situation.
From Typing to Triumph: The Power of Speed and Accuracy
Typing fast is very important in chat and email jobs. You should type at least 40 words per minute (WPM). This helps you answer quickly.
But typing fast is not enough. You must also type correctly. A wrong word or number can confuse the customer. So, both speed and accuracy are needed.
The Future is Now: Emerging Duties in 2025
Customer service is changing every year. In 2025, the role of a support agent is not the same as before. New technology is making the job different.
The Rise of AI: Working Alongside Chatbots and Automation
Now many companies use AI chatbots. These bots answer simple questions. But they cannot answer everything.
Your role will be to solve hard problems that the chatbot cannot handle. This is where human skills matter. You give the personal touch and real understanding that AI cannot give.
Data Privacy and Security: A Non-Negotiable Responsibility
Today, customer data is very sensitive. People share personal details like phone numbers, addresses, or card numbers. This must always stay safe.
As an agent, you must follow privacy rules. You should never share customer data in an unsafe way. In 2025, this is even more serious. Keeping data safe builds trust.
Measuring Your Success: Key Performance Indicators (KPIs)
Companies check your work through KPIs (Key Performance Indicators). These are simple measures that show how well you are doing.
The main KPIs are:
- First Contact Resolution (FCR): Solving the problem in the first chat or email.
- Response Time: How fast you reply to customers.
- Customer Satisfaction (CSAT): Customer rating after service.
If your KPIs are high, it means you are doing a great job.
Landing the Job: Your Complete Guide to the Ibex Interview
If you want to join Ibex as a Chat and Email Support Representative, you will go through an interview process.
Acing the Assessment: Typing and Communication Tests
The first step is usually a test. You will take a typing test to check your speed and accuracy.
Then you may get a writing test. You will write a sample email or chat reply. The company wants to see how well you can communicate with customers.
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What to Ask in the Interview: Showcasing Your Passion
The interview is not only for the company. It is also your chance to ask questions. Good questions can be:
- What training will I get?
- How can I grow in this company?
- What is the work culture like?
This shows you are serious about your future. Interviewers like candidates who want to learn and grow.
Conclusion: Your Complete Guide to a Thriving Career
Working as an Email and Chat Support Representative at Ibex Karachi is a great start for your career. It is an entry-level job, but it gives many growth chances.
You will learn skills like writing, problem solving, patience, and using technology. These skills will help you in every future job.
If you are good at English, can type fast, and like helping people, this role is perfect for you. It gives you both income and career growth.
You can check job ads on websites like Talent Ibex and Rozee.pk. Apply today and take your first step toward success.
About the Author
This article is written by a career expert in the BPO field in Pakistan. With more than 10 years of experience, the author has helped many people find jobs and grow in their careers. The goal is to give you simple, clear advice to succeed.
