Customer Excellence Associate

Tuitional; Karachi Division; On-site; PKR 480,000 - 720,000; Full time

Job summary

Tuitional Education is seeking a Customer Excellence Associate to manage student and parent relationships after enrolment across calls and chat. This role emphasizes thorough issue investigation, clear communication, and eventual resolution.

You will conduct experience calls, handle escalations, and coordinate with internal teams to deliver prompt, quality outcomes, with focus on customer retention and satisfaction.

Qualifications

• 1–3 years of experience in customer excellence or related role
• Strong communication skills with parents and students
• Tech-savvy with ability to use calls and chat platforms

Responsibilities

• Handle student and parent communication via calls, WhatsApp, chat, email
• Conduct structured experience calls with parents and students
• Identify dissatisfaction and retention risks early
• Coordinate internal resolutions and follow cases through to resolution
• Communicate clearly and set expectations for next steps

Skills

Customer communication

Call handling

WhatsApp & chat

Escalation management

Problem solving

Job description

Tuitional Education — Customer Excellence Department

Employment Type: Full-time, Permanent

Experience: 1–3 years

Working Hours: Aligned with GCC student and parent hours

ABOUT TUITIONAL EDUCATION

Tuitional Education is a virtual learning platform delivering personalised online education to students across the GCC and beyond.

We serve students across IGCSE, GCSE, O Level, A Level, Cambridge, Pearson Edexcel, and primary and secondary curricula through a network of carefully selected tutors.

Our Customer Excellence team owns the student and parent experience after enrolment — ensuring concerns are identified early, escalations are resolved properly, and customers receive consistent communication and support.

ABOUT THE ROLE

We are looking for a confident, articulate, and tech-savvy Customer Excellence Associate who can communicate exceptionally well with parents and students across calls and chat.

This is not a conventional customer support or ticket-closing role.

You will manage customer relationships, conduct experience calls, handle escalations, identify dissatisfied or at‑risk customers, coordinate internal resolutions, and follow cases through until the customer receives a proper outcome.

If a parent reports a recurring issue, your job is not simply to forward the complaint. You are expected to understand what happened, investigate, coordinate the right action, communicate clearly, and follow up until the issue is genuinely resolved.

You will be measured on customer experience, responsiveness, resolution quality, retention, communication, and ownership.

WHAT YOU WILL DO

Customer Communication

• Handle student and parent communication through calls, WhatsApp, chat, email, and other digital channels
• Communicate clearly, professionally, and naturally
• Conduct outbound calls where required
• Set clear expectations around next steps and timelines
• Maintain context so customers do not have to repeatedly explain the same issue

Experience Calls

• Conduct structured experience calls with parents and students
• Understand satisfaction with tutors, teaching quality, schedules, communication, and overall service
• Ask meaningful follow‑up questions rather than relying only on scripts
• Identify dissatisfaction and retention risks early