Customer Experience Associate

About the role

Oraan is looking for a Customer Experience Associate in Karachi to deliver a seamless, empathetic and high-quality support experience to its members. The associate acts as the front-line voice of the company, handling customer queries with accuracy, speed and clarity in a fast-moving environment.

Key responsibilities

• Handle customer queries through chat and email using software.
• Provide timely, accurate and helpful resolutions to member concerns.
• Coordinate with internal teams to resolve escalated issues promptly.
• Ensure adherence to internal processes, SOPs and compliance guidelines in every interaction.
• Maintain service quality while meeting defined response and resolution KPIs.
• Capture feedback, identify recurring issues and suggest improvements to the customer journey.

Required profile

• 1-3 years of experience in customer support, customer experience or a service-oriented role.
• Strong written communication skills and the ability to explain solutions clearly.
• Comfortable working with CX tools, ticketing systems and communication platforms.
• Problem solver who stays calm under pressure and handles queries with empathy.
• Detail oriented, follows processes and works well as a team player.