Customer Xperience Executive

ACE Money Transfer; Kharian; On-site; PKR 1,400,000 - 2,000,000; Full time

Job summary

A leading financial services provider is seeking a Customer Experience Executive in Kharian, Pakistan. The successful candidate will provide exceptional support to customers via various communication channels, ensuring timely resolution of queries. Applicants should have strong communication skills and at least one year of customer service experience, along with a Bachelor's degree in a related field.

Qualifications

• Minimum one year of experience in customer service, support, or call center.
• Attention to detail with strong documentation and follow-up skills.
• Ability to handle pressure while maintaining professionalism and empathy.

Responsibilities

• Respond promptly to customer inquiries through chat, email, and phone channels.
• Assist customers with transaction-related queries, account issues, complaints, and general support.
• Document customer interactions, insights, and feedback accurately in the system.

Skills

Excellent written and verbal communication skills

Strong problem-solving and analytical abilities

Customer-centric mindset

Active listening

Conflict resolution

Education

Bachelor’s degree in Business, Marketing, Communication, or a related field

Tools

Customer support tools

CRM systems

Ticket management platforms

Job description

Job Summary

We are looking to hire a Customer Experience Executive who will be responsible for delivering exceptional support to our customers across multiple communication channels. The ideal candidate will ensure timely resolution of customer queries, provide accurate information, and maintain a high standard of service quality. This role requires strong communication skills, problem-solving abilities, and a customer-centric mindset to enhance overall customer satisfaction and brand experience.

Key Responsibilities

• Respond promptly to customer inquiries through chat, email, and phone channels.

• Assist customers with transaction-related queries, account issues, complaints, and general support.

• Ensure all interactions meet quality, compliance, and service standards.

• Track, manage, and resolve customer tickets within defined SLAs and service timelines.

• Follow up with customers when necessary to ensure complete resolution.

• Document customer interactions, insights, and feedback accurately in the system.

• Escalate complex issues to the relevant teams while ensuring smooth communication and follow-through.

• Identify common customer pain points and recommend improvements to enhance service quality.

• Maintain updated knowledge of company products, services, and policies.

• Contribute to overall customer experience improvements and operational efficiency.

Required Skills & Qualifications

• Bachelor’s degree in Business, Marketing, Communication, or a related field (preferred).

• Minimum an yearexperience in customer service, support, or call center.

• Excellent written and verbal communication skills.

• Strong problem-solving and analytical abilities.

• Ability to handle pressure while maintaining professionalism and empathy.

• Proficiency in using customer support tools, CRM systems, and ticket management platforms.

• Attention to detail with strong documentation and follow-up skills.

• Ability to work in shifts, weekends, or rotational schedules (if required).

Key Competencies

• Customer-centric mindset

• Active listening

• Conflict resolution

• Time management

• Adaptability

• Ownership and accountability

• Team collaboration

Job Type

• Full-time

• Rotational shifts may apply