Customer Excellence Associate

Tuitional; Karachi Division; Presencial; PKR 600 000 - 1 200 000; Tempo integral

Resumo da oferta

Tuitional in Karachi is seeking a full-time on-site Customer Relationship specialist. You will own customer cases end to end—from calls and chats to escalations—ensuring smooth resolution and proactive engagement with students and parents.

You will handle communications across WhatsApp, chat, email; coordinate with Academics, Finance, and Tech; maintain records in CRM and LMS; and identify early signals of dissatisfaction to prevent churn.

Qualificações

• 1–3 years in a customer-facing role such as customer success or support.
• Fluent English with confidence on calls.
• Strong follow-up discipline and ownership of cases.
• Ability to manage multiple cases with attention to detail.
• Familiar with CRMs, LMS, ticketing systems and AI tools.
• Willingness to work hours aligned with GCC schedules.

Responsabilidades

• Handle parent and student communications across calls, WhatsApp, chat, and email, maintaining context.
• Conduct outbound experience calls to assess satisfaction with tutors, scheduling, and service quality.
• Manage escalated complaints involving tutors, billing, scheduling, and service quality; investigate before resolving.
• Coordinate resolutions across Academics, Finance, and Tech; keep customers informed until case is closed.
• Identify early signs of dissatisfaction and contact customers proactively to prevent churn.
• Maintain accurate records across CRM, LMS, ticketing, and communications platforms.

Conhecimentos

Customer-facing

English fluency

Follow-up discipline

Multi-tasking

CRM LMS tools

Communication

Ferramentas

CRM systems

LMS platforms

Ticketing systems

AI tools

Descrição da oferta de emprego

This is a full-time, on-site customer relationship role in Karachi, working hours aligned with GCC students and parents. You will own customer cases end to end — handling calls, resolving escalations, and proactively identifying at-risk customers — not just routing tickets. It suits someone who is confident on the phone, disciplined about follow-up, and comfortable working across multiple digital systems.

What you will do

• Handle parent and student communication across calls, WhatsApp, chat, and email, maintaining context so customers do not repeat themselves
• Conduct structured outbound experience calls to assess satisfaction with tutors, scheduling, and overall service quality
• Manage escalated complaints involving tutors, billing, scheduling, and service quality, investigating each case before committing to a resolution
• Coordinate resolutions across internal teams — including Academics, Finance, and Tech — and keep customers informed until the case is documented as closed
• Identify early signs of dissatisfaction or cancellation risk and contact customers proactively rather than waiting for complaints
• Maintain accurate records across CRM, LMS, ticketing, and communication platforms simultaneously
• Track every open commitment, callback, and unresolved case to ensure nothing is dropped

What we need

• 1–3 years of experience in a customer-facing role such as customer success, client servicing, relationship management, hospitality, banking, telecom, or EdTech
• Fluent spoken and written English with confidence handling difficult conversations on the phone
• Strong follow-up discipline — able to own a case from first contact through final resolution without repeated reminders
• Ability to manage multiple active cases simultaneously with strong attention to detail
• Comfortable working across CRMs, LMS platforms, spreadsheets, ticketing systems, and AI tools, and able to learn new software quickly
• Availability to work hours aligned with GCC customer schedules

Nice to have

• Experience in EdTech, tutoring, schools, or student services
• Prior customer escalation or retention experience, including outbound success or feedback calls
• Experience serving customers based in the GCC
• Arabic language ability