customer service representative Jobs in Karachi

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customer service executive Jobs in Karachi

customer service executive

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customer support executive Jobs in Karachi

customer support executive

customer experience manager

THESKINFIT

<p><b>About TheSkinFit</b></p><p>TheSkinFit is a fast-growing e-commerce brand offering authentic cosmetics and lifestyle product line. We&rsquo;re seeking a Customer Support, Order Operations &amp; After-Sales Manager to lead and optimize the complete customer journey from customer engagement to order placement to post-delivery service through process design, technology, and data-driven decisions.</p><p><b>Role Overview</b></p><p>This role combines customer experience leadership with operational and technical oversight. The manager will own all support operations, order management systems, logistics coordination, and post-sale processes &mdash; ensuring performance excellence through measurable KPIs like CSAT, Order-to-Delivery Ratio, R.R (Resolution Rate), and Return/Refund Turnaround Time.</p><p><b>Key Responsibilities</b></p><ul><li>Lead multi-channel support (chat, email, WhatsApp, phone) ensuring SLA compliance and high CSAT.</li><li>Oversee complete order lifecycle &mdash; from placement, processing, and dispatch to delivery confirmation.</li><li>Integrate and manage tools such as ERP/OMS, and Courier APIs.</li><li>Collaborate with Warehouse, Supply Chain &amp; Logistics for real-time dispatch monitoring.</li><li>Manage returns, replacements, and refunds through structured workflows and escalation paths.</li><li>Implement KPI dashboards (Google Data Studio, Power BI) to track CSAT, dispatch time, and resolution rates.</li><li>Optimize workflows using automation, tagging, and CRM triggers to reduce manual interventions.</li><li>Develop scalable SOPs for support, order ops, and after-sales; ensure compliance and process accuracy.</li><li>Identify gaps via data audits and recommend system/process enhancements.</li><li>Build, train, and performance-manage a cross-functional support and operations team.</li></ul><p><b>Requirements</b></p><ul><li>Bachelor&rsquo;s in Business, Supply Chain, or related field (MBA preferred).</li><li>4+ years of experience in E-commerce Operations, Customer Service, or After-Sales Management.</li><li>Proficiency in Shopify, CRM/OMS systems (Zoho, Zendesk, Salesforce), and Excel/BI reporting tools.</li><li>Strong understanding of logistics APIs, ticketing automation, and process optimization.</li><li>Proven track record in KPI improvement and workflow design.</li></ul><p>Job Type: Full-time</p><p>Pay: Up to Rs100,000.00 per month</p><p>Experience:</p><ul><li>Leading/Supervising Customer Support team: 2 years (Preferred)</li><li>Leading/Supervising Operations for E-Commerce: 2 years (Preferred)</li></ul><p>Work Location: In person</p>

E-commerce Customer Experience & Fulfillment Manager

Mashreq

<div>
 <p>
  <strong>
   Job Purpose:
  </strong>
 </p>
 <p>
  The Senior Product Manager for Activation and Fulfillment plays a critical role in ensuring seamless account activation, fulfillment, and funding processes. This involves owning and managing the downstream onboarding journey while driving operational efficiency and enhancing customer experience. This role requires strong collaboration with stakeholders, a data-driven approach, and a focus on delivering measurable business outcomes
 </p>
 <p>
  <strong>
   Key Objectives:
  </strong>
 </p>
 <ul>
  <li>
   Define and implement the product strategy and roadmap for activation and fulfillment services.
  </li>
  <li>
   Conduct thorough market research to identify trends, opportunities, and gaps in the activation and fulfillment space.
  </li>
  <li>
   Partner with stakeholders, including Compliance and Operations, to reduce backlogs, improve TAT, and ensure alignment with organizational goals.
  </li>
  <li>
   Enhance customer experience by optimizing workflows and communications
  </li>
  <li>
   Monitor performance metrics and continuously improve processes to deliver measurable results.
  </li>
 </ul>
 <p>
  <strong>
   Key Result Areas:
  </strong>
 </p>
 <ul>
  <li>
   Own the end-to-end downstream onboarding journey including account fulfillment, activation and funding
  </li>
  <li>
   Partner with stakeholders including operations, compliance etc. to drive operational efficiencies, reducing activation TAT and address backlogs.
  </li>
  <li>
   Drive customer communications with omni-channel approach to improve customer engagement and resolve dependencies (e.g. pending documents or information.)
  </li>
  <li>
   Track and analyze activation rates, STP%, and other critical KPIs to identify areas for improvement
  </li>
  <li>
   Monitor and improve account fulfillment rate by implementing process improvements to ensure timely and successful account creation.
  </li>
  <li>
   Track and drive initial funding rate post-activation by analyzing customer behavior and deploying targeted nudges to increase conversion
  </li>
  <li>
   Influence senior management and major stakeholders for buy-in and support on key initiatives
  </li>
  <li>
   Work collaboratively with cross-functional teams to optimize customer journeys and ensure successful execution of strategic initiatives
  </li>
 </ul>
 <p>
  <strong>
   Qualifications
  </strong>
 </p>
 <ul>
  <li>
   Degree in Marketing or related field with 4-5 years of relevant experience
  </li>
  <li>
   Extensive experience in the banking/financial industry, focusing on digital acquisition, strategy, design, and implementation.
  </li>
  <li>
   Strong leadership skills with a data-driven approach to decision-making.
  </li>
  <li>
   Proven ability to engage with senior management and cross-functional teams effectively.
  </li>
 </ul>
</div>


Senior Product Manager Activation and Fulfillment (Mashreq Digital Bank Pakistan)

Alibaba

<div><div><p><b>Basic Infomation</b></p><div><div><div><p>
Department:</p><p>
Daraz</p></div><div><p>
Degree:</p><p>
Bachelor</p></div><div><p>
Work Experience:</p><p>
7 year</p></div></div></div></div><p></p><div><p><b>
Job Description</b></p><div>
Role Overview:
As the Senior Manager Buyer Operations - Daraz Group, you will lead the performance, strategy and process improvement efforts for buyer-side customer service operations. This role requires strong leadership, deep analytical insight, and experience in managing in-house, BPOs and cross-functional teams to deliver exceptional customer experience in line with Daraz's service standards. You will be responsible for driving operational excellence, ensuring SLA/KPI achievement, and owning the end-to-end execution of initiatives aimed at enhancing buyer satisfaction.
Key Responsibilities:
 Lead and manage end-to-end buyer-side operations for Daraz Group, ensuring alignment with regional and organizational goals.
 Own KPIs and SLAs governance across BPO partners and internal teams; drive accountability for performance outcomes.
 Build strong working relationships with BPOs to ensure consistent delivery and quick resolution of operational issues.
 Analyze customer experience data and operational metrics to identify improvement opportunities and implement strategic action plans.
 Drive process optimization initiatives to enhance service quality, reduce TAT, and improve customer satisfaction.
 Collaborate closely with regional operations, quality, training, and product teams to deliver seamless, high-impact support experiences.
 Lead planning and implementation of special projects, pilots, or change management efforts in Buyer Ops.
 Lead Projects for Customer Service enhancement, optimization and efficiency improvements across the board.
 Actively participate in product launches, adding inputs from buyer facing perspective and ensure smooth implementation.
 Prepare and present comprehensive reports, business reviews, and performance insights to senior management.
 Ensure compliance with SOPs, contracts, and service standards agreed with BPOs.
 Mentor and coach team members to build future leadership and maintain high performance.</div></div><p></p><div><p><b>
Position Requirement</b></p><div>
Requirements:
 Bachelor's degree in Business, Operations, or a related discipline; Masters preferred.
 7&ndash;10 years of experience in customer service operations, with at least 4 years in a leadership role.
 Proven experience in managing multiple in-house ventures, large-scale BPO teams and driving operational KPIs and SLAs.
 Strong communication, stakeholder management, and problem-solving skills.
 Advanced analytical ability; proficiency in Excel, SQL is a plus.
 Demonstrated ability to lead cross-functional initiatives in a fast-paced environment.
 Results-oriented with a track record of delivering measurable improvements in customer operations.
Preferred Skills:
 Experience in buyer-side operations within an e-commerce or digital platform.
 Familiarity with customer journey mapping, transactional communications, &amp; mindset of going above &amp; beyond for customer satisfaction.
 Knowledge of process improvement methodologies (e.g., Lean, Six Sigma, Kaizen).
 Exposure to CX tools like Zendesk, Salesforce, or in-house CRM systems.</div></div></div>

Daraz PK-Senior Manager Buyer Operations-Customer Care

<div>
 <p>
  Job Purpose
 </p>
 <p>
  To lead and embed a strong governance and conduct framework across the bank, ensuring the fair treatment of customers, proactive management of conduct risk, and superior digital customer experience informed by actionable insights. In addition to this, a develop and lead a customer experience governance encompassing a range of initiatives, including voice of customer programs and customer insights, to evaluate experiences systematically and identify opportunities for enhancement.
 </p>
 <p>
  <br/>
 </p>
 <p>
  Key Result Areas
 </p>
 <ul>
  <li>
   Establish and maintain a robust Conduct Risk &amp; Governance Framework aligned with SBP guidelines and global best practices.
  </li>
  <li>
   Lead the Fair Treatment of Customers (FTC) program, ensuring customer-centric practices across all products and services.
  </li>
  <li>
   Monitor conduct risk indicators, complaints trends, and customer feedback, report findings to senior management and relevant committees.
  </li>
  <li>
   Collaborate with Compliance, Risk, Product, and Legal teams to ensure governance policies are embedded and effectively executed.
  </li>
  <li>
   All CAF-related requirements should be met to ensure the bank maintains a satisfactory rating in annual assessments.
  </li>
  <li>
   Develop and implement Voice of Customer (VoC) programs, analyse customer insights, and recommend improvements in product and service delivery.
  </li>
  <li>
   Drive digital customer experience governance, ensuring app journeys and platform performances are seamless, compliant, and aligned with customer expectations.
  </li>
  <li>
   Client Experience Committees should be held regularly to identify CX and Conduct issues, and to oversee their resolution through established governance processes.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  Knowledge, Skills and Experience
 </p>
 <ul>
  <li>
   Regulatory frameworks, including SBP guidelines on conduct and fair treatment of customers.
  </li>
  <li>
   Aware of Customer Insights, survey techniques and NPS/CES methodologies.
  </li>
  <li>
   Digital banking operations and app-based customer journeys.
  </li>
  <li>
   Risk management, governance frameworks, and customer experience principles.
  </li>
  <li>
   Has conducted annual CAF assessment previously at a local Bank.
  </li>
  <li>
   Strong analytical and problem-solving abilities.
  </li>
  <li>
   Excellent stakeholder management and influencing skills.
  </li>
  <li>
   Strong analytical and problem-solving abilities.
  </li>
  <li>
   Excellent stakeholder management and influencing skills.
  </li>
  <li>
   Ability to interpret customer insights into actionable governance strategies.
  </li>
  <li>
   Effective communication and reporting skills for senior management and regulators.
  </li>
  <li>
   Fluent in excel and PowerPoint presentations.
  </li>
  <li>
   Minimum 10 years in customer experience, risk, compliance, or governance related roles in banking or financial services.
  </li>
  <li>
   Prior experience in digital banking or fintech environments preferred.
  </li>
  <li>
   Proven track record in managing conduct risk, FTC, internal performance measures and VoC programs.
  </li>
 </ul>
 <p>
 </p>
</div>


Senior Manager Governance & Conduct (Mashreq Digital Bank Pakistan)

Marine Traders Pvt Ltd

<p><b>Qualifications and Skills:</b></p><ul><li>Bachelor's degree in Business Administration or a related field.</li><li>Strong analytical skills with proficiency in data analysis tools such as Excel, databases, or statistical software.</li><li>Excellent communication skills, both written and verbal.</li><li>Ability to work collaboratively in a team environment and across different departments.</li><li>Detail-oriented with strong organizational and time management skills.</li><li>Adaptability and eagerness to learn new concepts and methodologies in project management.</li></ul><p><b>Education and Experience:</b></p><ul><li>Recent graduate with a BBA degree.</li><li>Exposure to project management concepts or relevant internships will be advantageous.</li></ul><p>Job Type: Full-time</p><p>Pay: Rs37,000.00 per month</p><p>Application Question(s):</p><ul><li>Are you Graduated ?</li><li>Are you ok with 37,000 Salary ?</li><li>Willing to  wear jeans &amp; button down shirt?</li><li>Are you ok to Travel Clifton Gizri ?</li></ul><p>Work Location: In person</p>

Customer Experience Representative

Pfizer

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

People Experience Manager

METRO Pakistan (Pvt) Limited

<div>
 <ul>
  <li>
   Develop branch plan to build the business by identifying and understanding local markets
  </li>
  <li>
   Achieve branch objectives for sales and profit performance
  </li>
  <li>
   Developing strong business relationships with customers;
  </li>
  <li>
   Analyze the results (weekly, monthly and quarterly) of the Sales Team in terms of turnover, profitability, loses, margin, frequency, average turnover to make the right decisions to improve the situation if needed
  </li>
  <li>
   Collect and communicate Customer Demands, Needs and Expectations and then will have to propose solutions and alternatives to them in a short terms view with the contribution of the Store manager and the District Sales Manager as well as the Targeted Group
  </li>
  <li>
   Survey (deliver inputs, monitor) the market in order to know what Competitors are doing to allow METRO to react and to adapt its Strategy and will recommend an action plan
  </li>
  <li>
   Attend regular meetings with his Regional Field Operations Manager and work in close contact with Store Manager, Floor Managers.
  </li>
  <li>
   Involved in the customer portfolio selection, in close contact with the Store Managers and the District Sales Managers
  </li>
  <li>
   Increase the number of the new buying customer (activation)
  </li>
  <li>
   Addressing customer complaints to understand customers&rsquo; needs and expectations, and to propose solutions.
  </li>
  <li>
   Keep a contact with customers on regular bases to understand their needs and expectations, and to know best customers personally.
  </li>
  <li>
   Review and approve all the operational activities of team members.
  </li>
 </ul>
 <p>
 </p>
</div>


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