Customer Experience Specialist – Non‑Voice (Chat & Email)

About the role

The Customer Experience Specialist will serve as the primary point of contact for customers via chat and email, delivering product and service information, answering queries, and resolving issues efficiently. The role focuses on maintaining high service standards and ensuring customer satisfaction without any sales pressure.

Key responsibilities

• Manage incoming customer chats and emails promptly.
• Identify customer needs, provide accurate information, and guide them through solutions.
• Build and maintain trustworthy relationships through clear, interactive communication.
• Utilize appropriate tools and methods to deliver complete and valid information.
• Handle complaints, propose suitable solutions, and follow up to confirm resolution.
• Adhere to established communication procedures, guidelines, and policies.
• Go the extra mile to engage customers and enhance their experience.

Required profile

• Completed A‑Levels or Intermediate education.
• Natural empathy and a strong instinct to understand user concerns.
• Excellent verbal and written communication skills.
• Native or bilingual proficiency in spoken and written English.
• Detail‑oriented with a focus on accuracy.

Required skills

What we offer

• Competitive salary package up to PKR 150,000.
• No sales targets or monthly quotas.
• Medical insurance and leave encashment.
• On‑the‑job training and state‑of‑the‑art infrastructure.
• Annual salary increment.
• Employee engagement and appreciation programs.