Customer Experience Executive

Esire; Karachi Division; On-site; PKR 400,000 - 800,000; Full time

Job summary

Esire is seeking a Customer Experience Executive in Karachi to bridge customers with our products. You'll assist shoppers in finding the right fit, manage returns and exchanges, and keep support channels running smoothly on-site.

In this role you'll handle live chat and email responses, monitor daily returns, analyze patterns to spot trends, and coordinate with internal teams and shipping partners to ensure timely updates.

Qualifications

• Can-do attitude with a solutions-first mindset.
• Positive, calm, and resilient under frustration.
• Strong problem-solving and good judgement under pressure.
• Clear, friendly written English for chat and email.
• Comfortable with numbers and spotting data patterns.
• Organised and reliable with sharp attention to detail.
• Comfortable using computers, dashboards, and AI tools, or eager to learn.

Responsibilities

• Turn refund requests into exchanges by understanding customer needs and offering the right solution.
• Answer sizing and fit questions before and after purchase.
• Handle live chat and email support (with the help of our AI assistant) to give fast, friendly replies.
• Monitor returns every day, dig into why items come back, and report top reasons and trends each week.
• Fit-check new and problem products, and flag when a size chart or product page needs fixing.
• Keep clean, accurate records of audit and fit-check notes.
• Coordinate with internal teams and shipping partners so updates happen on time.
• Support audits across warehouse, email, and website touchpoints.

Skills

Can-do attitude

Problem solving

Written English

Data pattern analysis

Organized

Detail-oriented

Tools

AI tools

Dashboards

Job description

Job Description:

As our Customer Experience Executive, you'll be the link between our customers and our products. You'll help shoppers find the right fit, handle returns and exchanges with care, keep our support channels running smoothly, and spot the patterns that help us improve. It's a hands on, on-site role for someone organised, curious, and proactive.

What You'll Do

• Turn refund requests into happy exchanges by understanding what the customer really needs and offering the right solution.
• Answer sizing and fit questions before and after purchase, so customers order with confidence.
• Handle live chat and email support (with the help of our AI assistant) to give fast, friendly replies.
• Monitor returns every day, dig into why items come back, and report the top reasons and trends each week.
• Fit-check new and problem products, and flag when a size chart or product page needs fixing.
• Keep clean, accurate records of audit and fit-check notes.
• Coordinate with internal teams and shipping partners so updates happen on time.
• Support audits across warehouse, email, and website touchpoints.

What We're Looking For

• A can-do attitude and a solutions-first mindset you don't wait to be told; you figure it out.
• Positive, calm, and resilient you keep a cool head with frustrated customers.
• Strong problem-solving and good judgement under pressure.
• Clear, friendly written English most of the job is chat and email.
• Comfortable with numbers and spotting patterns in data (returns, orders, trends).
• Organised and reliable, with sharp attention to detail.
• Comfortable using computers, dashboards, and AI tools or eager to learn fast.

Requirements: