Customer Experience Officer/Executive

ACE Money Transfer Limited; Kharian; On-site; PKR 600,000 - 1,100,000; Full time

Job summary

ACE Money Transfer Limited is seeking a Customer Experience Officer/Executive in Pakistan to ensure a seamless, customer-centric remittance journey. The role involves handling inquiries, resolving issues, and collaborating with product and compliance teams to enhance service quality across channels.

The ideal candidate will have a degree in business/finance or related field and 0–3 years in customer service, with strong English communication and proficiency in CRM tools.

Qualifications

• Strong communication and problem-solving skills.

Responsibilities

• Act as the first point of contact for customers via phone, email and chat.
• Handle inquiries on remittance transactions, account setup and processes.
• Monitor customer journey and suggest process improvements.
• Ensure compliance with KYC/AML and data protection.
• Escalate unresolved issues and ensure timely follow-up.

Skills

Communication skills

Interpersonal skills

Stress management

Remittance knowledge

MS Office & CRM

Education

Bachelor's degree in Business Administration/Finance/Commerce

Tools

CRM

Job description

About Us:

ACE Money Transfer is a UK-based multinational company headquartered in Manchester, United Kingdom. ACE Money Transfer provides online remittance services to individuals in 29 countries across the UK, Europe, Canada, and Australia, enabling them to send money across borders in over 100 countries

Position Summary

The Customer Experience Officer/Executive will be responsible for ensuring a seamless, efficient, and customer-centric experience across all touchpoints of the remittance journey. This role involves managing customer interactions, addressing queries and complaints, monitoring service quality, and collaborating with internal teams to enhance customer satisfaction. The officer will serve as the voice of the customer, ensuring that the company's remittance services are delivered with reliability, compliance, and empathy.

Key Responsibilities

• Act as the first point of contact for customers through phone, email and chat.
• Handle customer inquiries regarding remittance transactions, account setup, service processes, and problem resolution.
• Monitor end-to-end customer journey to identify pain points and recommend process improvements.
• Ensure compliance with regulatory requirements (KYC, AML, data protection) while addressing customer requests.
• Escalate unresolved issues to relevant departments and ensure timely follow-up until closure.
• Maintain accurate records of customer interactions and feedback in the CRM system.
• Assist in creating and implementing customer experience initiatives and service quality standards.
• Collaborate with product, compliance, and operations teams to streamline processes and enhance customer satisfaction.
• Support in preparing periodic reports on customer feedback, complaints, and service performance.
• Educate customers on digital channels, transaction processes, and self-service options to enhance efficiency.

Requirements:

Key Competencies & Skills

• Strong communication skills (verbal & written) in English.
• Excellent interpersonal and problem-solving abilities with a customer first mindset.
• Ability to handle stress and work effectively in a fast-paced environment.
• Familiarity with remittance services, financial products, or the fintech industry is a plus.
• Proficiency in MS Office and CRM.

Qualifications & Experience

• Bachelor's degree in Business Administration, Finance, Commerce, or related field.
• 0-3 years of experience in customer service/customer experience, preferably in fintech, banking, or remittance industry.
• Fresh graduates with strong communication and customer handling skills may also be considered.

ACE Money Transfer Profile: https://acemoneytransfer.com/company-profile