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customer service representative Jobs in Karachi

customer service representative

customer support representative Jobs in Karachi

customer support representative

research analyst

data analyst

customer experience analyst

FMCG

Job SummaryThe Customer Experience Analyst is responsible for analyzing customer interactions, feedback, and journey data to improve overall customer satisfaction and loyalty. This role focuses on identifying gaps in customer experience, measuring performance through key metrics, and providing actionable insights to enhance service quality and business processes.Key Responsibilities<ul><li>Collect, analyze, and interpret customer feedback from surveys, call logs, CRM systems, and digital platforms</li><li>Track and report customer experience KPIs such as CSAT, NPS, CES, retention, and churn</li><li>Analyze customer journeys to identify pain points and improvement opportunities</li><li>Prepare dashboards, reports, and presentations for management review</li><li>Work closely with cross-functional teams (Sales, Marketing, Operations, Support) to implement CX improvements</li><li>Conduct root cause analysis for customer complaints and service failures</li><li>Monitor customer trends, behavior patterns, and satisfaction levels</li><li>Support VOC (Voice of Customer) programs and feedback loops</li><li>Recommend data-driven strategies to enhance customer engagement and loyalty</li></ul>Key Skills &amp; Competencies<ul><li>Strong analytical and data interpretation skills</li><li>Proficiency in MS Excel, Power BI, Tableau, or similar analytics tools</li><li>Understanding of customer experience metrics and frameworks</li><li>Excellent reporting, presentation, and communication skills</li><li>Ability to translate data into actionable insights</li><li>Attention to detail and problem-solving mindset</li></ul>Qualifications<ul><li>Bachelor&rsquo;s degree in Business Administration, Marketing, Statistics, Data Analytics, or a related field</li><li>2&ndash;4 years of experience in customer experience, business analysis, or data analysis</li><li>Experience working with CRM systems</li></ul>Job Type: Full-timePay: From Rs85,000.00 per monthWork Location: In person

Customer Experience Analyst

Eminent4U

About Eminent4U Private Limited:Join a dynamic team that goes beyond the typical call center experience. As the offshore branch of a UK-based company, we offer unique professional growth opportunities and international exposure. Our commitment to work-life balance and a positive, nurturing culture allows us to focus on the well-being and development of our team members.Job Purpose:As Customer Reviews Analyst, you will be the voice of the company in customer interactions, responsible for pitching reviews on multiple platforms and engaging with customers to address their concerns, answer questions, and express appreciation for positive feedback. This role plays a crucial part in meeting daily review targets and maintaining detailed records of customer interactions.Responsibilities and KPIs:<ul><li>Act as the voice of the company in customer interactions.</li><li>Pitch reviews on multiple platforms and engage with customers.</li><li>Meet daily review targets and maintain detailed records of customer interactions.</li><li>Analyze customer feedback to identify recurring themes and opportunities for improvement.</li><li>Ensure quality and compliance standards in all interactions.</li></ul>Skills and Qualifications:<ul><li>Excellent communication and conversation skills.</li><li>Team-oriented mindset.</li><li>Attention to detail and ability to multitask.</li><li>Time punctuality and problem-solving skills.</li><li>Flexibility and adeptness in managing and exceeding KPIs.</li></ul>Job Type: Full-Time | PermanentExperience: At least two years of experience in similar capacitySalary: Up to PKR 150,000 per month | Tier base model with commission along with Incentives and other fringe benefits (i.e. Annual Bonus, Anniversary Bonus, Punctuality, Weekday &amp; Birthday Allowance, etc.)Location: PECHS, Block-6, Karachi.Email: careers@eminent4u.comJob Type: Full-timePay: Rs150,000.00 per monthWork Location: In person

Customer Reviews Analyst

About Eminent4U Private Limited:We offer more than just a job; it's a career opportunity that transcends the typical call center experience. As the offshore branch of a UK-based company, we offer unique professional growth opportunities and international exposure. Our commitment to work-life balance and a positive, nurturing culture allows us to focus on the well-being and development of our team members.Job Purpose:As Customer Service Analyst (Female | Reviews), you will be the voice of the company in customer interactions, responsible for pitching reviews on multiple platforms and engaging with customers to address their concerns, answer questions, and express appreciation for positive feedback. This role plays a crucial part in meeting daily review targets and maintaining detailed records of customer interactions.Responsibilities and KPIs:<ul><li>Customer Interaction &amp; Support:</li><li>Act as the voice of the company in customer interactions.</li><li>Pitch reviews on multiple platforms and engage with customers.</li><li>Meet daily review targets and maintain detailed records of customer interactions.</li><li>Analyze customer feedback to identify recurring themes and opportunities for improvement.</li><li>Ensure quality and compliance standards in all interactions.</li><li>Product Knowledge &amp; Expertise:</li><li>Relationship Management:</li><li>Build and sustain lasting relationships with customers to encourage repeat business and ongoing satisfaction.</li></ul>Skills and Qualifications:<ul><li>Excellent communication and conversation skills.</li><li>Team-oriented mindset.</li><li>Attention to detail and ability to multitask.</li><li>Proven ability to listen actively and respond to customer needs effectively.</li><li>Strong multitasking abilities.</li><li>Team-oriented mindset.</li><li>Time punctuality and problem-solving skills.</li><li>Flexibility and adeptness in managing and exceeding KPIs.</li><li>Willingness to go the extra mile for customer satisfaction.</li></ul>Job Type: Full-Time | PermanentSalary: Up to PKR 150,000 per month | Tier base model with commission, Incentives and KPIs along with other fringe benefits (i.e. Annual Bonus, Anniversary Bonus, Punctuality, Weekday &amp; Birthday Allowance, etc.)Location: PECHS, Block-6, Karachi.Timings: Afternoon Shifts (1:00 PM - 09:30 PM | 2:00 PM - 10:30 PM) with alternate weekends off.Email: careers@eminent4u.comJob Type: Full-timePay: Up to Rs150,000.00 per monthApplication Question(s):<ul><li>Rate your spoken English on a scale of 1-05 (05 being highest)</li></ul>Experience:<ul><li>International Call Centre: 1 year (Preferred)</li></ul>Work Location: In person

Customer Service Analyst (Female | Reviews)

About Eminent4U Private Limited:Join a dynamic team that goes beyond the typical call center experience. As the offshore branch of a UK-based company, we offer unique professional growth opportunities and international exposure. Our commitment to work-life balance and a positive, nurturing culture allows us to focus on the well-being and development of our team members.Job Purpose:As a Customer Escalation Analyst at Eminent4U Private Limited, you are pivotal in fostering excellent customer relations and maintaining the integrity of our services. Your role involves direct interaction with customers to resolve issues, retain clients, and enhance overall satisfaction.Responsibilities:<ul><li>Receive and investigate customer inquiries, complaints, and issues through various communication channels.</li><li>Provide timely and effective resolutions to customer concerns, ensuring customer satisfaction.</li><li>Professional Letter and Email Writings to resolute the complaints and queries as per FCA protocols.</li><li>Communicate with customers professionally and empathetically, actively listening to their needs and concerns.</li><li>Clearly explain solutions, policies, and procedures to customers.</li><li>Analyze customer issues to identify root causes and recommend solutions.</li><li>Collaborate with other departments to resolve complex problems.</li><li>Maintain detailed records of customer interactions, complaints, and resolutions.</li><li>Ensure that customer information is accurate and up to date in the database.</li><li>Identify trends and recurring issues and suggest process improvements to prevent future problems.</li><li>Work with the team to streamline customer resolution procedures.</li><li>Collect and document customer feedback and suggestions for product or service improvement.</li><li>Share valuable customer insights with the appropriate departments.</li><li>Educate customers about products, services, and features to optimize their experience</li><li>Provide information on policies and procedures when necessary.</li></ul>Competency and Qualifications:<ul><li>Demonstrates a genuine commitment to meeting customer needs and providing a positive customer experience.</li><li>Identifies and resolves customer issues effectively.</li><li>Communicates with customers clearly, professionally, and empathetically.</li><li>Shows understanding and compassion towards customers' concerns and issues.</li><li>Adapts to varying customer needs and challenges.</li><li>Ensures accurate record-keeping and issue resolution.</li><li>Works effectively with team members and other departments.</li><li>High school diploma or equivalent (Bachelor's degree preferred).</li><li>At least two years of experience in customer service or a related role.</li><li>Strong customer service and conflict resolution skills.</li><li>Excellent communication skills, both verbal and written.</li><li>Empathetic and patient, with a customer-centric approach.</li><li>Proficiency in using customer service software and databases.</li></ul>Why Join Eminent4U Private Limited?<ul><li>Handsome Pay along with other fringe benefits.</li><li>Opportunity to work in a dynamic and inclusive environment focused on professional growth and employee satisfaction.</li><li>Afternoon Shifts: 01:00 pm till 09:30 pm | 02:00 pm till 10:30 pm PST with alternate weekends off.</li></ul>Job Type: Full-Time | PermanentExperience: at least 2-3 years of experience in similar capacitySalary: Up to PKR 150,000 per monthLocation: PECHS, Block-6, Karachi.Email: careers@eminent4u.comJob Type: Full-timePay: Up to Rs150,000.00 per monthExperience:<ul><li>Customer Service: 2 years (Preferred)</li><li>Customer Resolution: 2 years (Required)</li></ul>Work Location: In person

Customer Escalation Analyst

Dawlance

<div>
 
 
 
 Key Responsibilities:
 
 
 
 
 
 
 
 
 CX Impact &amp; Measurement
 
 
 <ul>
 <li>
 Develop tools and dashboards to track the financial and operational impact of CX initiatives.
 </li>
 <li>
 Analyze data to measure ROI and integrate CX metrics into business KPIs.
 </li>
 </ul>
 
 
 CX Community &amp; Engagement
 
 
 <ul>
 <li>
 Build and manage CX Consumer and Design &amp; Innovation communities for feedback, trials, and collaboration.
 </li>
 <li>
 Plan sessions like Design Jams and Customer Lab Days to drive empathy and creative problem-solving.
 </li>
 <li>
 Track engagement and publish insights, including quarterly &ldquo;Voice of the Customer&rdquo; stories.
 </li>
 </ul>
 
 
 Knowledge, Capability &amp; Culture
 
 
 <ul>
 <li>
 Maintain CX research assets and frameworks; develop playbooks, toolkits, and training modules.
 </li>
 <li>
 Introduce new human-centered design methods and share learnings via CX Huddles or Knowledge Capsules.
 </li>
 </ul>
 
 
 Project Management &amp; Reporting
 
 
 <ul>
 <li>
 Lead projects, ensuring objectives, timelines, and quality standards are met.
 </li>
 <li>
 Coordinate with teams and partners; provide updates and executive reports.
 </li>
 <li>
 Document outcomes and insights for long-term knowledge retention.
 </li>
 </ul>
 
 
 
 
 
 
 Qualifications &amp; Skills:
 
 
 
 <ul>
 <li>
 Bachelor&rsquo;s or Master&rsquo;s degree in Design, Psychology, Business, or a related field.
 </li>
 <li>
 1&ndash;2 years of experience in design thinking, customer experience, or design research.
 </li>
 <li>
 Strong analytical skills and experience with data visualization and dashboards.
 </li>
 <li>
 Familiarity with design principles, journey mapping, ethnographic research, and behavioral insights.
 </li>
 <li>
 Excellent project management, collaboration, and communication skills.
 </li>
 </ul>
</div>

Associate Human-Centered Design & Research

The Content House

We are seeking a detail-oriented and analytical Dispute/Chargeback Analyst to join our dynamic team. In this role, you will be the first line of defense in managing and resolving payment disputes and chargebacks for our company. Your expertise will be crucial in protecting revenue, minimizing financial loss, and ensuring a positive experience for our valued customers.Key Responsibilities:<ul><li>Investigate, process, and manage the end-to-end chargeback lifecycle for various card networks (Visa, Mastercard, Amex, etc.).</li><li>Analyze transaction data, customer correspondence, and merchant policies to build compelling representment cases.</li><li>Prepare and submit compelling evidence packages to contest invalid chargebacks through acquiring banks and payment processors.</li><li>Accurately process and resolve chargebacks in favor of the customer when valid.</li><li>Monitor dispute trends to identify potential fraud or systematic issues and report findings.</li><li>Maintain up-to-date knowledge of card network rules, regulations, and compliance requirements.</li><li>Collaborate with internal teams such as Customer Service, Finance, and Fraud Prevention to gather necessary information.</li></ul>Job Type: Full-timePay: Rs200,000.00 - Rs300,000.00 per monthWork Location: In person

Dispute/Chargeback Analyst

Digital Auxilius

<div>
 We are looking for a
 
 hands-on Product Owner
 
 who can translate business goals and customer pain points into
 
 clear, actionable product requirements
 
 &mdash;and drive execution with Agile teams from
 
 idea to release
 
 .
 
 
 This role sits at the intersection of
 
 customer needs, business priorities, and engineering execution
 
 . You&rsquo;ll own the product backlog, act as the voice of the customer, and ensure every sprint delivers real, measurable value.
 
 
 
 Key Responsibilities
 
 
 
 
 Product Ownership &amp; Backlog Management
 
 
 
 <ul>
 <li>
 Own and actively manage the Product Backlog end-to-end
 </li>
 <li>
 Act as the voice of the customer, gathering, analyzing, and documenting business and user requirements
 </li>
 <li>
 Convert requirements into well-written user stories with:
 </li>
 <ul>
 <li>
 Clear acceptance criteria
 </li>
 <li>
 Impacted areas and dependencies
 </li>
 </ul>
 <li>
 Prioritize backlog items based on business value, user impact, risk, and dependencies
 </li>
 <li>
 Ensure backlog items are ready, refined, and sprint-ready
 
 
 </li>
 </ul>
 
 Agile Execution &amp; Delivery
 
 
 
 <ul>
 <li>
 Lead and actively participate in:
 </li>
 <ul>
 <li>
 Sprint Planning
 </li>
 <li>
 Backlog Refinement (Grooming)
 </li>
 <li>
 Sprint Reviews
 </li>
 </ul>
 <li>
 Act as the single point of contact between:
 </li>
 <ul>
 <li>
 Customers / Clients
 </li>
 <li>
 Business stakeholders
 </li>
 <li>
 Project Manager, Development, UX/UI, and QA teams
 </li>
 </ul>
 <li>
 Ensure sprint deliverables meet the Definition of Done and quality expectations
 </li>
 <li>
 Support UAT, release planning, and go-live activities
 
 
 </li>
 </ul>
 
 Product Discovery &amp; Strategy Support
 
 
 
 <ul>
 <li>
 Define and maintain product workflows, wireframes, and supporting documentation
 </li>
 <li>
 Continuously refine the product using:
 </li>
 <ul>
 <li>
 User feedback
 </li>
 <li>
 Analytics and usage data
 </li>
 </ul>
 <li>
 Ensure day-to-day delivery remains aligned with the product vision and roadmap
 </li>
 <li>
 Apply the full Product Management lifecycle from ideation to delivery
 </li>
 <li>
 Define, validate, and iterate on Product-Market Fit (PMF)
 </li>
 <li>
 Manage trade-offs, make data-driven decisions, and align stakeholders
 </li>
 <li>
 Create and maintain user persona templates to guide feature design and prioritization
 </li>
 <li>
 Engage regularly with customers and stakeholders to mature requirements into clear, actionable deliverables
 
 
 </li>
 </ul>
 
 Required Skills &amp; Competencies
 
 
 
 <ul>
 <li>
 Bachelor&rsquo;s or Master&rsquo;s degree in Software Engineering, Computer Science, Business, IT, or a related field
 </li>
 <li>
 2&ndash;3 years of experience as a Product Owner, Product Analyst, or Business Analyst on SaaS products
 </li>
 <li>
 Strong ability to write clear, structured, and testable user stories
 </li>
 <li>
 Experience with backlog prioritization techniques such as:
 </li>
 <ul>
 <li>
 MoSCoW
 </li>
 <li>
 WSJF
 </li>
 <li>
 Value vs Effort
 </li>
 </ul>
 <li>
 Strong communication and stakeholder management skills
 </li>
 <li>
 Analytical mindset with strong problem-solving ability
 </li>
 <li>
 Comfortable working with cross-functional teams (Engineering, Design, QA, Business)
 </li>
 <li>
 Excellent documentation, requirement-gathering, and clarification skills
 
 
 </li>
 </ul>
 ⭐
 
 Nice to Have (Big Plus)
 
 
 
 <ul>
 <li>
 Experience working on scalable software products
 </li>
 <li>
 Prior experience in Healthcare / HealthTech
 </li>
 <li>
 Exposure to product analytics tools (GA, Mixpanel, Amplitude, etc.)
 </li>
 <li>
 CSPO / PSPO certification
 
 
 </li>
 </ul>
 
 What Success Looks Like In This Role
 
 
 
 <ul>
 <li>
 A clear, well-prioritized backlog that the development team trusts
 </li>
 <li>
 Minimal rework due to strong requirements and acceptance criteria
 </li>
 <li>
 Smooth sprint execution with fewer blockers
 </li>
 <li>
 Features delivered that solve real user problems and create measurable value
 
 
 </li>
 </ul>
 Powered by JazzHR
 
 
 g7ERvnLXIO
</div>

Product Owner (SaaS)

Explore 2229+ Customer experience analyst in Karachi this January. Find roles across top companies and apply now to boost your career.