Customer Excellence Associate - Tuition

About the role

A full-time Customer Excellence Associate position in Karachi, working on tuition-related customer matters. The role covers parent and student communication, satisfaction checks and complaint resolution, with availability to cover hours aligned with GCC customer schedules.

Key responsibilities

• Handle parent and student communication across calls, WhatsApp, chat and email, keeping context so customers do not repeat themselves
• Run structured outbound calls to assess satisfaction with tutors, scheduling and overall service quality
• Manage escalated complaints on tutors, billing, scheduling and service quality, investigating each case before proposing a resolution
• Coordinate resolutions across Academics, Finance and Tech teams and keep customers informed until the case is closed
• Proactively reach out to customers showing early signs of dissatisfaction or cancellation risk
• Maintain accurate records across CRM, LMS, ticketing and communication platforms, and track open commitments, callbacks and unresolved cases

Required profile

• 1-3 years of experience in a customer-facing role such as customer success, client servicing, relationship management, hospitality, banking, telecom or EdTech
• Fluent spoken and written English, confident handling difficult phone conversations
• Strong follow-up discipline, able to own a case from first contact to final resolution
• Ability to manage several active cases at once with attention to detail
• Availability to work hours aligned with GCC customer schedules

Nice to have

• EdTech, tutoring, school or student services experience
• Prior customer escalation or retention experience, including outbound success or feedback calls
• Experience serving customers in the GCC
• Arabic language ability