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customer support representative Jobs in Karachi

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customer support executive Jobs in Karachi

customer support executive

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customer experience manager

Mastercard

<div>
 
 Our Purpose
 
 
 
 
 Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we&rsquo;re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.
 
 
 
 
 Title And Summary
 
 
 
 Supervisor, Contact Center
 
 
 
 Overview
 
 
 
 The Contact Center team is seeking an experienced Manager to further develop our customer experience strategy by encouraging ongoing innovation and utilizing strong problem-solving skills. This role is essential for delivering outstanding customer service through effective leadership of support functions and collaboration with strategic partners. The ideal candidate will possess motivation, intellectual curiosity, analytical skills, and an entrepreneurial mindset, along with a clear dedication to improving customer&rsquo;s experience and supporting employee development and engagement.
 
 
 The Role
 
 
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 Oversee contact center operations to deliver superior customer support across all service programs.
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 Address and resolve complex issues, complaints, and escalations managed by the customer service team, providing comprehensive managerial and operational support to ensure timely and effective solutions.
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 Lead initiatives focused on process improvement and the optimization of resource allocation, thereby enhancing the quality of consumer support delivery.
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 Build and maintain robust relationships with customers to ensure their satisfaction, retention, and long-term loyalty.
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 Collaborate with key stakeholders to support the internal development and implementation of Mastercard products, services, and technology enhancements, serving as an advocate for the customer&rsquo;s perspective.
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 Apply technical expertise and an advanced understanding of Mastercard&rsquo;s offerings to guide teams in resolution efforts and ongoing enhancement initiatives.
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 Champion employee development by conducting coaching, mentoring, sustained performance management, and the execution of engagement strategies.
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 Communicate professionally in English (additional language proficiency is advantageous) with customers and key stakeholders, ensuring the highest standards of service delivery and relationship management.
 
 
 
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 </ul>
 
 All About You
 
 
 
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 Extensive experience in leading contact center or customer service teams within dynamic and demanding environments.
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 Exceptional analytical, problem-solving, and decision-making skills, with a demonstrated entrepreneurial approach.
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 Dedication to delivering outstanding customer experiences, supported by a proven track record in driving customer satisfaction and retention.
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 Excellent interpersonal skills, with significant experience in coaching, mentoring, and fostering employee engagement and professional growth.
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 Communicate confidently in English and thrive in multicultural environments&mdash;additional language skills are a plus&mdash;as you engage effectively with customers and stakeholders across diverse regions.
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 Demonstrated expertise in managing escalations, resolving complex issues, and implementing operational improvements for superior outcomes.
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 Excellent technical acumen and a comprehensive understanding of Mastercard products and services.
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 Bachelor&rsquo;s degree in business, management, or a related discipline is preferred; equivalent professional experience will be considered.
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 Proven experience in payment services with a strong understanding of Cross-Border transaction protocols to ensure compliant, efficient, and customer-centric support across international markets
 
 
 
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 </ul>
 
 Corporate Security Responsibility
 
 
 
 All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:
 
 
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 Abide by Mastercard&rsquo;s security policies and practices;
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 Ensure the confidentiality and integrity of the information being accessed;
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 Report any suspected information security violation or breach, and
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 Complete all periodic mandatory security trainings in accordance with Mastercard&rsquo;s guidelines.
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 </ul>
</div>

Supervisor, Contact Center

D.engage

DEngage is a multinational SaaS company dedicated to delivering innovative solutions that drive digital engagement and enhance customer experiences. Our team is passionate about technology and committed to fostering an environment where talent can thrive and grow.We are actively seeking a talented and experienced CX Enablement manager to oversee a wide variety of projects from conceptual design through implementation. You will have the chance to network with clients, vendors, and in-house personnel as well as form a dream team of experts for each project to maximize resources and efficiency. This position will work closely with network development, product, customer success teams to ensure successful delivery of projects. ​Key Responsibilities<ul><li>Manage projects with top-down oversight throughout the entire execution to ensure success as defined by adherence to standards of scope, budget, and timeline.</li><li>Work closely with clients and their tech teams to fully integrate D&middot;engage into their marketing tech stack.</li><li>Develop comprehensive project plans that merge customer requirements with company goals and coordinate various managers and technical personnel during all project phases, from initial development through implementation.</li><li>Monitor project progress continuously and make detailed scheduled reports on measurable items, such as milestones and deliverables.</li><li>Analyze the platform usage requirements of the new customer and plan internal developments if needed</li><li>Track implementation tasks against a schedule and coordinate with internal staff to ensure goals are met on a timely basis</li><li>Maintain correct project time frames, estimates, and status reports</li><li>Communicate proactively with all involved personnel to provide encouragement, identify problems, create solutions, and implement efficiency improvements.</li><li>Review proposed modifications on project plans, including meeting with interested parties to approve and implement beneficial changes. Anticipate details of future projects by communicating directly with customers and staying informed of relevant trends and industry news.</li></ul>Requirements<ul><li>Minimum 5 years of experience in the SaaS company, including onboarding the customer for on-premise and on-cloud software installations.</li><li>Professional Project Management Certification from accredited institution preferred</li><li>Demonstrated understanding of Project Management processes, strategies, and methods</li><li>Excellent time management and organizational skills and experience establishing guidelines in these areas for others</li><li>Strong sense of personal accountability regarding decision-making and supervising department teams</li><li>Experience working in a high-level collaborative environment and promoting a teamwork mentality</li><li>Managerial experience applying analytical thinking and problem-solving skills</li><li>Ability to predict challenges and seek to proactively head-off obstacles</li><li>Conversational English is a must</li><li>Experience in implementation of marketing communication channels and data structure is a plus.</li></ul>BenefitsGrowth Opportunities: Access to professional development and career growth within a rapidly expanding SaaS company. Collaborative Culture: Work in a supportive and innovative environment where your contributions are valued. Competitive Benefits: Enjoy a comprehensive benefits package.D.engage is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all Team MembersJob Type: Full-timePay: From Rs150,000.00 per monthWork Location: Hybrid remote in Karachi

CX Enablement Manager- Karachi (Technical Client Onboarding Manager)

HR viewpoint

Key Responsibilities:<ul><li>Lead, mentor, and manage a team of customer service representatives</li><li>Monitor and handle customer interactions via calls and chat support</li><li>Ensure timely and effective resolution of customer inquiries and complaints</li><li>Maintain high standards of customer satisfaction and service quality</li><li>Analyze customer feedback and identify areas for service improvement</li><li>Train team members on best practices, communication skills, and product knowledge</li><li>Track team performance using KPIs and generate regular reports</li><li>Collaborate with internal departments to resolve complex issues</li><li>Implement strategies to enhance customer experience and retention</li></ul>Requirements:<ul><li>Bachelor&rsquo;s degree in Business Administration or related field</li><li>Proven experience in customer service leadership/team handling role</li><li>Strong communication and interpersonal skills</li><li>Experience in call center and chat support operations</li><li>Ability to handle escalations and manage high-pressure situations</li><li>Proficiency in CRM tools and customer service software</li><li>Strong problem-solving and decision-making skills</li></ul>Preferred Skills:<ul><li>Experience in the E-Commerce industry</li><li>Leadership and team management capabilities</li><li>Customer-centric mindset with attention to detail</li></ul>Key Performance Indicators (KPIs):<ul><li>Customer Satisfaction Score (CSAT)</li><li>First Response Time &amp; Resolution Time</li><li>Team productivity and quality scores</li><li>Customer retention and feedback metrics</li></ul>Pay: Rs80,000.00 - Rs100,000.00 per monthWork Location: In person

Customer Service Team Lead

DEngage is a multinational SaaS company dedicated to delivering innovative solutions that drive digital engagement and enhance customer experiences. Our team is passionate about technology and committed to fostering an environment where talent can thrive and grow.We are looking for a Senior CX Support Executive to handle complex technical issues, mentor junior team members, and ensure high-quality ticket resolutions. This role requires a strong mix of technical troubleshooting, data analysis, and customer communication, along with the ability to independently manage escalations.Key Responsibilities<ul><li>Own and resolve complex client issues and escalations with minimal supervision</li><li>Provide high-quality, structured resolutions with clear root cause analysis (RCA)</li><li>Troubleshoot issues related to:</li><li>API integrations and failures</li><li>Data inconsistencies (imports, exports, segmentation)</li><li>Campaign execution and analytics discrepancies</li><li>Tracking, SDK behavior, and deliverability concerns</li><li>Perform advanced SQL analysis for data validation and debugging</li><li>Collaborate with Engineering and Product teams for bug identification and fixes</li><li>Ensure proper documentation of issues, RCA, and solutions</li><li>Support and mentor CX Support Executives in troubleshooting and communication</li><li>Identify recurring issues and suggest process or product improvements</li><li>Ensure adherence to SLAs, quality standards, and support workflows</li></ul>Requirements<ul><li>4&ndash;5 years of experience in SaaS / Technical Support / CX roles</li><li>Strong experience in handling escalations and critical issues</li><li>Excellent written and verbal communication skills</li><li>Ability to provide clear, concise, and client-friendly technical explanations</li><li>Strong analytical thinking and problem-solving skills</li></ul>Technical Skills<ul><li>Strong proficiency in SQL and relational databases (must-have)</li><li>Solid understanding of REST APIs, request/response handling, and debugging</li><li>Experience with JavaScript, HTML, and web tracking integrations</li><li>Good understanding of data flows and system integrations</li><li>Familiarity with helpdesk and ticketing tools (Jira, Zendesk, Freshdesk, etc.)</li></ul>Nice to Have<ul><li>Experience with mobile SDKs (Android/iOS/React Native/Flutter)</li><li>Knowledge of DNS and deliverability concepts (SPF, DKIM, push tokens)</li><li>Experience with CDMP, CRM, or marketing automation platforms</li><li>Exposure to event tracking and analytics systems</li></ul>Benefits:Growth Opportunities: Access to professional development and career growth within a rapidly expanding SaaS company. Collaborative Culture: Work in a supportive and innovative environment where your contributions are valued.Competitive Benefits: Enjoy a comprehensive benefits package.D.engage is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all Team MembersJob Type: Full-timePay: From Rs100,000.00 per monthWork Location: Hybrid remote in Karachi

Senior CX Support Executive

Pfizer

<div>
 
 Job Description Summary
 
 
 
 Recruitment
 
 
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 Support full-life cycle recruitment needs for the business including direct sourcing techniques, consultative skills, and compensation, ensuring that every stage from the raising of the initial staff requisition to final appointment is carried out in accordance with operating procedures and adhere to best practice principles
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 Manage the offer process for internal and external candidates, including pre-employment medical screening and offer development
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 Increase candidate flow and develop strategic sourcing solutions that will attract and acquire high quality candidates
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 Achieve recruitment metrics against agreed targets
 
 
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 Talent Planning and Performance Management
 
 
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 Lead and facilitate the talent review meeting
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 Participate and provide input to the performance management cycle during the calibration meetings
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 Guide all people managers in conducting performance management, appraisal, compensation dialogues and talent review
 
 
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 Colleague Relations
 
 
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 Develop and implement company-wide programs and activities to establish and maintain harmonious colleague relations
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 Advise management on situations involving colleague progressive discipline, promotions, transfers and demotion
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 Develop sustainable solutions to support effective on-boarding
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 Monitor colleague turnover and identify trends and issues, and recommend feasible solutions to Business Leaders to drive positive business result
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 Embrace a proactive approach to facilitate skill development, productivity and effectiveness of People Managers
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 Ensure compliance with local employment laws and regulations
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 Ensure fair and equitable handling of performance and behavioural issues
 
 
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 Culture Change Management
 
 
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 Facilitate the culture change process and work with Business Leaders to build leadership capability and an effective organization
 
 
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 Expatriate and International Assignment Management
 
 
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 Manage all expatriate and international assignment related matters and activities
 
 
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 HR Policies and Procedures
 
 
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 Conduct periodic communication sessions to enhance People Managers&rsquo; understanding of policies and procedures
 
 
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 HR Business Partnering
 
 
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 Engage and provide HR advisory to the various Business Leaders
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 Advise Management in all aspects of HR and recommends solutions to resolve day to day HR related business issues or make improvements to impact on business result
 
 
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 Compensation &amp;; Benefits
 
 
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 Partner with HR Operations to enhance colleagues&rsquo; understanding of compensation and benefits programs
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 Participate in the evaluation of job grades and prepare salary proposals for colleague&rsquo;s career movement through the Internal Job Posting process
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 Be aware of market trends and make recommendations to C&amp;;B to implement a competitive total rewards system
 
 
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 General HR Duties
 
 
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 Develop and implement HR policies and procedures to ensure that all policies comply with local statutory requirements, Pfizer global HR policies and practices and ensure competitiveness in the market
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 Manage and motivate the HR team to be high performing and motivated contributors; and to produce high quality work to meet / exceed required expectations/standards
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 Lead and/or participate in HR Projects as required and support the roll-out of HR Programs
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 Degree in Business, Human Resources or related discipline
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 At least 10 years of HR practitioner experience
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 Experience in a large, global and complex organization would be an advantage
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 Able to handle multiple projects concurrently
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 Able to influence Business Leaders and to build trust throughout the organization
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 Strong facilitation, presentation and communication skills
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 Possess project management, organizational diagnostic and analytical skills
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 Handle confidential matters maturely and discreetly
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 Flexible, adaptable and responsive to change
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 Demonstrated capability to thrive in a complex and matrix environment
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 Able to work with ambiguity
 
 
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 </ul>
 Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.
 
 
 Sales
</div>

People Experience Manager- Fixed Term

Human Capital HR Solutions

Assistant Manager / Manager &ndash; Sales &amp; Business Development (Import) | KarachiHuman Capital HR Solutions is hiring on behalf of its client for a highly driven and result-oriented professional for the role of Assistant Manager / Manager &ndash; Sales &amp; Business Development (Import), based at the Karachi Head Office.This role focuses on driving revenue growth, expanding market share, and building strong long-term client relationships in a competitive import and logistics environment.Key Responsibilities:<ul><li>Achieve sales growth and meet aggressive targets (3x CTC)</li><li>Design and execute strategic business development plans</li><li>Expand customer base and strengthen market presence</li><li>Conduct customer visits for acquisition and retention</li><li>Generate sales leads, including overseas business information sharing</li><li>Build and maintain strong, long-term customer relationships</li><li>Identify emerging markets, trends, and competitor activities</li><li>Drive new business acquisition (hunting) and account growth (farming)</li><li>Manage key accounts and ensure customer satisfaction with upselling opportunities</li></ul>Qualification:<ul><li>Bachelor&rsquo;s / Master&rsquo;s degree in Business, Marketing, Supply Chain, or related field</li></ul>Experience:<ul><li>4+ years of experience in Sales and Business Development (Import / Logistics / Freight Forwarding preferred)</li><li>Strong background in B2B sales, client acquisition, and account management</li><li>Proven track record of achieving revenue targets</li></ul>Location: Karachi Head OfficePosition Level: Assistant Manager / ManagerHow to Apply:Send your CV to: careers1.hc@gmail.comCC: careers@humancapitalintl.comSubject Line: &ldquo;Sales &amp; Business Development &ndash; Import&rdquo;Follow our social accounts for the latest job opportunities:<ul><li>Instagram: https://www.instagram.com/humancapitalhrsolutions/</li><li>LinkedIn: https://www.linkedin.com/company/human-capital-hr-solution/</li><li>Facebook: https://www.facebook.com/humancapitalhrsolution/</li></ul>Job Type: Full-timeWork Location: In person

Assistant Manager / Manager – Sales & Business Development (Import)

International Franchises Private Limited

WE&rsquo;RE HIRING &ndash; BRANCH MANAGER Location: KarachiDunkin&rsquo; Pakistan is looking for an experienced and driven Branch Manager to lead store operations and deliver excellent customer experiences.Apply now at: careers@dunkindonuts.pkKey Responsibilities:<ul><li>Oversee daily store operations to ensure excellent customer service, product quality, and brand standards</li><li>Manage staff scheduling, performance, and on-shift supervision</li><li>Monitor sales performance and ensure achievement of targets and KPIs</li><li>Handle cash management and inventory control</li><li>Resolve customer concerns professionally</li><li>Ensure compliance with health, safety, and hygiene standards</li></ul>Requirements:<ul><li>Bachelor&rsquo;s degree preferred (Hospitality, Business Administration, or related field)</li><li>2&ndash;5 years of relevant experience in QSR, retail, or hospitality</li><li>Strong leadership, communication, and customer service skills</li></ul>Pay: Rs100,000.00 - Rs150,000.00 per monthExperience:<ul><li>Branch Manager: 2 years (Required)</li></ul>Language:<ul><li>Strong English Communication (Required)</li></ul>Work Location: In person

Branch Manager

Explore 2810+ Customer experience manager in Karachi this May. Find roles across top companies and apply now to boost your career.