customer service representative Jobs in Karachi

customer service representative

customer support representative Jobs in Karachi

customer support representative

customer service executive Jobs in Karachi

customer service executive

customer support executive Jobs in Karachi

customer support executive

key account manager

customer experience manager

Mashreq

<div>
 
 
 Job Purpose
 
 
 
 
 
 
 The Customer Engagement Manager is responsible for designing, executing, and optimizing customer engagement campaigns across multiple channels. This role requires strong collaboration with cross-functional teams including Marketing, Analytics, Compliance, and Technology to deliver personalized, data-driven and compliant campaign strategies that enhance engagement, drive business outcomes.
 
 
 
 
 
 
 Campaign Planning &amp; Execution
 
 
 <ul>
 <li>
 Support end-to-end campaign planning and own execution of customer engagement campaigns aligned with individual business strategy. Targeting Existing to Bank Customers; for funding, balance growth and transaction activity levels.
 </li>
 <li>
 Contribute to development and implementation of engagement strategies tailored to different stages of the customer lifecycle (onboarding, activation, retention, cross-sell).
 </li>
 <li>
 Use behavioral and transactional data to trigger lifecycle-based communications.
 </li>
 <li>
 Enhance customer engagement through timely and relevant communications.
 </li>
 <li>
 Align campaign objectives with overall deposit product strategy, incorporating insights and goals specific to Existing to Bank customers.
 </li>
 <li>
 Incorporate customer segmentation and personalization to ensure relevance and impact.
 </li>
 <li>
 Utilize omni-channel including digital (Email, SMS, App notifications &amp; In-app banners).
 </li>
 <li>
 Ensure timely and accurate execution of campaigns across relevant channels, particularly those aimed at engaging Existing to Bank customer segments.
 </li>
 </ul>
 
 
 Performance Tracking &amp; Optimization
 
 
 <ul>
 <li>
 Monitor campaign performance using key metrics such as signups, engagement rates, conversions and ROI.
 </li>
 <li>
 Leverage analytics and dashboards to generate actionable insights, for improvement recommendations.
 </li>
 <li>
 Conduct A/B testing and pilot innovative approaches to improve campaign effectiveness, using both manual and automated tools.
 </li>
 <li>
 Prepare regular performance campaign updates for stakeholders, highlighting campaign performance and outcomes for Existing to Bank customer campaigns.
 </li>
 </ul>
 
 
 Cross-Functional Coordination
 
 
 <ul>
 <li>
 Work closely with Marketing to define campaign messaging, creative assets, and outreach strategy tailored to Existing to Bank customers.
 </li>
 <li>
 Collaborate with Analytics to identify target audience segments and track campaign effectiveness.
 </li>
 <li>
 Ensure alignment with campaign calendar &amp; goals for business outcomes through close coordination with Business (Sales, Product Owners) ensuring strategic focus on Existing to Bank customer communication/campaign initiatives.
 </li>
 </ul>
 
 
 Campaign budget management
 
 
 <ul>
 <li>
 Budget campaigns under strategy budgets, to plan ETB campaigns.
 </li>
 <li>
 Manage the budget of campaigns for Neo. (Budgeted/Actual, Balances, Usage).
 </li>
 <li>
 Monitor and manage campaign-level profitability.
 </li>
 </ul>
 
 
 Market &amp; Competitive Analysis
 
 
 <ul>
 <li>
 Analyze market trends, customer behavior and competitor communication and campaigns,
 </li>
 <li>
 for ETB customers.
 </li>
 <li>
 Recommend communication/campaign strategies for ETB customers, to Business/Marketing teams.
 </li>
 </ul>
 
 
 Cross-Functional Collaboration
 
 
 <ul>
 <li>
 Work closely with Data Analytics, Marketing, Compliance, Customer experience, Governance, Legal &amp; Business teams (Neo/Individual &amp; Islamic).
 </li>
 <li>
 Coordinate campaign planning, launch and ensure timely/accurate execution, across Business/Product owners &amp; Marketing.
 </li>
 <li>
 Liaison with Mashreq group team for best practices and platforms/tools.
 </li>
 </ul>
 
 
 Regulatory &amp; Risk Compliance
 
 
 <ul>
 <li>
 Ensure all campaign content and execution comply with regulatory guidelines and internal policies.
 </li>
 <li>
 Monitor data privacy and consent management across engagement activities.
 </li>
 <li>
 Collaborate with Compliance, Governance teams for approvals and audits.
 </li>
 <li>
 Monitor and mitigate campaign-related risks.
 </li>
 </ul>
 
 
 
 
 
 Key Result Areas
 
 
 
 
 1. Campaign Strategy &amp; Execution
 
 
 
 
 
 
 Plan and execute omni-channel engagement campaigns aligned with individual banking strategy, with clear objectives, focusing on lifecycle engagement, personalization for Existing-to-Bank customers, with clear converting CTAs. Performance indicators:
 
 <ul>
 <li>
 Number of campaigns launched on time vs. planned.
 </li>
 <li>
 Customer engagement rate (click-through, open rates).
 </li>
 <li>
 ETB customer activation and retention rates.
 </li>
 </ul>
 
 
 
 
 
 2. Performance Analytics &amp; Optimization
 
 
 
 
 
 
 Monitor campaign KPIs, analyze performance and implement data-driven improvements through A/B testing and insights. Performance indicators:
 
 <ul>
 <li>
 Conversion rate (sign-ups, product activations).
 </li>
 <li>
 % improvement in engagement metrics pre-post optimization.
 </li>
 <li>
 Number of actionable insights implemented.
 </li>
 </ul>
 
 
 
 
 
 3. Collaboration &amp; Governance
 
 
 
 Partner with cross-functional teams for campaign design, manage budgets, and ensure compliance with regulatory and data privacy standards. Performance indicators:
 
 <ul>
 <li>
 Budget adherence (% variance from plan).
 </li>
 <li>
 Compliance breaches (target: zero).
 </li>
 <li>
 Number of cross-functional campaigns successfully planned &amp; executed.
 </li>
 </ul>
 
 
 
 
 
 Knowledge, Skills and Experience
 
 
 
 
 
 <ul>
 <li>
 Bachelor's degree in business, finance, marketing, or a related field. An MBA or other relevant postgraduate degree is preferred.
 </li>
 <li>
 Minimum 5 years of portfolio campaigns management experience.
 </li>
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 Excellent influencing, communication and interpersonal skills, with the ability to work. collaboratively with external partners and cross-functional teams.
 </li>
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 Strong analytical and problem-solving skills, with the ability to make data-driven decisions.
 </li>
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 In-depth knowledge of digital banking trends, technologies, and customer behaviors.
 </li>
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 Knowledge of regulatory requirements and industry best practices.
 </li>
 <li>
 Ability to work in a fast-paced, dynamic environment with high flexibility and adaptability.
 </li>
 </ul>
 
 
</div>

Senior Manager Customer Engagement (Mashreq Bank Pakistan Limited)

NielsenIQ

<div>
 
 Job Description
 
 
 
 
 
 Role Responsibilities
 
 
 
 
 
 The role is responsible for the ongoing support and development of Tier 2 customers through implementing the Customer Success strategy which will encompass the following:
 
 
 
 <ul>
 <li>
 
 Customer Experience:
 
 Ensure high customer satisfaction by understanding and addressing customers&rsquo; needs and goals, becoming their trusted advisor by building and maintaining strong relationships. Conduct regular check-ins and business reviews to ensure customers are achieving their desired outcomes
 </li>
 <li>
 
 Performance Metrics:
 
 Achieve essential KPIs such as customer satisfaction scores, retention rates, and product usage metrics to gauge the effectiveness of customer success initiatives
 </li>
 <li>
 
 Process Improvement:
 
 Identify and implement improvements to enhance efficiency and customer satisfaction with both your customers and your manager
 </li>
 <li>
 
 Training and Development:
 
 Provide support and training to team members, as well as customers to ensure a mutually beneficial relationship
 </li>
 <li>
 
 Cross-Department Collaboration:
 
 Work closely with other departments, such as Commercial, Sales Enablement, and PTO, to ensure a seamless customer experience. Schedule product deliveries according to workflow capacity, handle operational queries, and support the operations team to maintain high service levels
 </li>
 <li>
 
 Product Knowledge:
 
 Develop a comprehensive understanding of core services and additional software offerings. Track customer usage against allowances and address any queries related to systems
 </li>
 <li>
 
 Technology Utilization:
 
 Adoption of existing systems and processes to streamline operations and improve service delivery
 </li>
 <li>
 
 Reporting and Analysis:
 
 Prepare and present detailed reports for your customers on adoption and usage of services. Use performance data to drive continuous improvement initiatives with our customers
 </li>
 <li>
 
 Customer Feedback:
 
 Obtain customer feedback to drive a continuous improvement to NPS
 </li>
 <li>
 
 Customer Advocacy:
 
 Act as an advocate for the customer within the company, ensuring their needs and feedback are considered in product development and service improvements
 </li>
 </ul>
 
 
 Other
 
 
 
 
 <ul>
 <li>
 You may be asked to undertake additional duties to those above, either temporarily or permanently, which the Company reasonably believes you can carry out or for which you will be trained
 </li>
 <li>
 Relevant professional, ethical and health and safety standards apply to this role
 </li>
 <li>
 May require out-of-hours working, reasonable travel to customers and other NIQ offices (both domestic and international)
 </li>
 </ul>
 
 
 
 
 
 
 
 Qualifications
 
 
 
 <ul>
 <li>
 Some experience in customer facing roles
 </li>
 <li>
 You have a customer driven attitude and strong experience in working in B2B customer-facing role(s), preferably including relationship management
 </li>
 <li>
 Ability to deliver quickly in a fast-paced environment and independently overcome challenges
 </li>
 <li>
 A positive and collaborative attitude and proven experience in working cross-functionally with internal teams to drive customer success and achieve business goals
 </li>
 <li>
 Strong problem-solving abilities and the capacity to meet deadlines consistently
 </li>
 <li>
 1-2 years of relevant experience
 
 
 </li>
 </ul>
 
 Additional Information
 
 
 
 
 
 Our Benefits
 
 
 
 
 <ul>
 <li>
 Flexible working environment
 </li>
 <li>
 Volunteer time off
 </li>
 <li>
 LinkedIn Learning
 </li>
 <li>
 Employee-Assistance-Program (EAP)
 </li>
 </ul>
 
 
 
 About NIQ
 
 
 
 
 
 NIQ is the world&rsquo;s leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 2023, NIQ combined with GfK, bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insights&mdash;delivered with advanced analytics through state-of-the-art platforms&mdash;NIQ delivers the Full View&trade;. NIQ is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world&rsquo;s population.
 
 
 
 
 For more information, visit NIQ.com
 
 
 
 
 Want to keep up with our latest updates?
 
 
 
 
 Follow us on: LinkedIn | Instagram | Twitter | Facebook
 
 
 
 
 
 
 Our commitment to Diversity, Equity, and Inclusion
 
 
 
 
 
 At NIQ, we are steadfast in our commitment to fostering an inclusive workplace that mirrors the rich diversity of the communities and markets we serve. We believe that embracing a wide range of perspectives drives innovation and excellence. All employment decisions at NIQ are made without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable laws. We invite individuals who share our dedication to inclusivity and equity to join us in making a meaningful impact. To learn more about our ongoing efforts in diversity and inclusion, please visit the https://nielseniq.com/global/en/news-center/diversity-inclusion
 
 
 
</div>

Customer Service Executive

Daraz

<div>
 
 
 About Daraz:
 
 
 
 Founded in 2015, Daraz is South Asia&rsquo;s leading e-commerce platform in Pakistan, Bangladesh, Sri Lanka, Nepal and Myanmar. It empowers more than 100,000 active sellers with world-class marketplace technology to reach the fast-growing consumer class in a region of 500 million people. Through Daraz Express and Daraz Pay, it operates the most efficient and digitalized logistics and payments infrastructure in its markets. Daraz&rsquo; vision is to be a champion of South Asia serving 100 million customers and businesses by 2030
 
 
 For more information, please visit www.daraz.com.
 
 
 
 
 
 
 Job Summary:
 
 
 
 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.
 
 
 
 
 
 
 Required Skills / Abilities:
 
 
 
 ● 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.
 
 
 ● 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.
 
 
 
 
 
 
 What We Offer:
 
 
 
 ● International working environment in a start-up setting, and a unique opportunity to learn from the best in e-commerce (Alibaba Group).
 
 
 ● A platform to learn from Alibaba's world-leading ecosystem.
 
 
 ● Rigorous training and exposure in team management, leadership, business analytics, and operations.
 
 
 ● An opportunity to train the next generation of business leaders in the e-commerce industry.
 
 
 ● Competitive salary and incentive package.
 
 
 
</div>

Senior Manager, Buyer Operations

Greenline Engineering Solutions

Job Description:We are looking for a proactive CRM Executive to manage customer relationships who is well aware of ELV systems, ensure timely complaint resolution, and support clients under Service Level Agreements (SLAs). The role involves coordinating with the customer support team, maintaining customer records, and ensuring high levels of service satisfaction.Key Responsibilities:<ul><li>Maintain regular communication with customers and gather feedback.</li><li>Manage and track customer complaints from logging to closure.</li><li>Coordinate with the support team for timely deployment and issue resolution.</li><li>Monitor SLA compliance and prepare basic service reports.</li><li>Maintain accurate records of customer interactions and service history.</li><li>Support overall customer satisfaction and service improvement activities.</li></ul>Requirements:<ul><li>Bachelor&rsquo;s degree in Business, IT, or related field.</li><li>5-6 years of experience in CRM or customer service (preferably in IT/system integration).</li><li>Strong communication, follow-up, and coordination skills.</li><li>Basic understanding of technical services/ELV systems (a plus).</li><li>Organized, customer-focused, and able to work in a fast-paced environment.</li></ul>Job Type: Full-timePay: Rs75,000.00 - Rs85,000.00 per monthWork Location: In person

Customer Relationship Manager (ELV Systems)

Alibaba

<div><div>Basic Infomation<div><div><div>
Department:
Daraz</div><div>
Degree:
Bachelor</div><div>
Work Experience:
3 year</div></div></div></div><div>
Job Description<div>
Customer Experience &amp; Strategic Analytics
 Lead deep-dive analyses to identify major friction points across the buyer journey and recommend improvements that drive NPS, CSAT, and issue resolution rates.
 Proactively monitor and interpret CXP performance trends, elevating insights to senior stakeholders with clear business storytelling.
 Own analytical workstreams for major company-wide initiatives (NPS revamping, product, launches, operational changes).
Dashboarding, Data Ownership &amp; KPI Governance
 Design, automate, and maintain scalable BI dashboards (PowerBI/Tableau) for regional stakeholders.
 Ensure KPI governance, metric alignment, and data accuracy across CXP reporting layers.
Root Cause Analysis &amp; Problem-Solving Leadership
 Lead root cause analyses for high-priority customer issues, working collaboratively with Ops, Product, and Tech.
 Conduct and guide advanced analytics such as cohorting, segmentation, A/B testing.
Cross-Functional Influence
 Act as a BI partner to Key CXP stakeholder - deeply understanding business challenges and shaping analytical solutions.
 Manage and prioritize complex analytical pipelines and ad hoc requests, ensuring timely delivery and clear communication.
 Mentor junior analysts (S1), providing guidance on SQL, dashboarding, and analytical frameworks.
Operational Excellence &amp; Automation
 Develop automation solutions to replace recurring manual reporting.
 Troubleshoot data flow issues, validate upstream pipelines, and work closely with DE/Tech teams to strengthen data infrastructure.</div></div><div>
Position Requirement<div>
Required Skills &amp; Qualifications
 Bachelors degree in a STEM field from a reputable institution.
 3+ years of experience in an analytical, BI, or data-focused role, preferably in a fast-paced or high-scale environment.
 Expert-level SQL proficiency with hands-on experience in handling complex datasets.
 Strong command of PowerBI/Tableau, including data modeling, calculated fields, and dashboard design best practices.
 Advanced Excel; Python proficiency is a plus.
 Strong ownership mindset - able to independently structure work, manage competing priorities, and deliver under tight timelines.
 Excellent communication, business understanding, and problem-solving skills.</div></div></div>

Daraz PK-BI Senior Analyst-CXP

Jani Biryani

The QSR (Quick Service Restaurant) Branch Manager is responsible for leading the daily operations of a single restaurant location. This role ensures excellent customer service, efficient operations, team performance, and compliance with brand standards. The Branch Manager drives sales, maintains product quality, and creates a positive work environment for both staff and guests.Key ResponsibilitiesDaily Operations Management<ul><li>Oversee the day-to-day running of the restaurant, ensuring smooth and efficient service.</li><li>Maintain proper staffing levels and schedule employees based on business needs.</li><li>Ensure all opening, operating, and closing procedures are followed.</li></ul>Customer Service &amp; Guest Experience<ul><li>Deliver outstanding customer service and resolve customer complaints promptly.</li><li>Maintain high standards of service speed, cleanliness, accuracy, and hospitality.</li><li>Monitor guest satisfaction scores and implement improvements where needed.</li></ul>Team Leadership &amp; Development<ul><li>Recruit, train, coach, and evaluate team members.</li><li>Build a positive team culture focused on customer service and accountability.</li><li>Delegate tasks and ensure staff members understand their responsibilities.</li></ul>Preferred Experience<ul><li>2&ndash;5 years of QSR or restaurant experience, with at least 1 year in a supervisory role.</li><li>Food safety certification (e.g., ServSafe) preferred.</li><li>Experience with major QSR brands is an advantage</li></ul>Job Type: Full-timePay: Rs45,000.00 - Rs55,000.00 per monthWork Location: In person

Branch Manager

United Bank Limited

<div>Assistant Product Manager &ndash; Personal Loans
Job summary:
The role of Assistant Product Manager (Personal Loans &ndash; CashPlus) is to support the Product Manager in managing the end-to-end lifecycle of UBL&rsquo;s CashPlus product. The incumbent will focus on execution, market analysis, MIS, and campaign support while ensuring smooth coordination with cross-functional teams .
Assistant Product Manager &ndash; Revolving Credit Line
Job summary:
The Assistant Product Manager (Revolving Credit Line &ndash; CashLine) will support the development, execution, and monitoring of UBL&rsquo;s revolving credit line product. The role requires strong coordination, analytical, and execution skills to ensure product growth, compliance, and customer satisfaction.
What We&rsquo;re Looking for:
<ul><li>Bachelor&rsquo;s degree in business, Finance, or related discipline (MBA preferred).
</li><li>At least 2&ndash;4 years of relevant experience in unsecured lending or product management.
</li><li>Strong financial and analytical skills with ability to interpret product performance data.
</li><li>Proficiency in MS Office (Excel, PowerPoint, Word).
</li><li>Excellent coordination and stakeholder management skills.
</li><li>Problem-solving mind-set with a keen interest in consumer finance products.
</li><li>Good communication and presentation abilities.
</li><li>Ability to work with cross-functional teams in a fast-paced environment
</li><li>Customer-focused approach with attention to compliance and process adherence.</li></ul></div>

Assistant Product Manager - Revolving Credit Lines/Personal Loans

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