Student Success & Customer Experience Lead

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

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.