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customer service representative Jobs in Lahore

customer service representative

customer sales representative Jobs in Lahore

customer sales representative

customer support executive Jobs in Lahore

customer support executive

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customer experience manager

Compass Training and Consultancy Pvt. Ltd.

Customer Service Manager &ndash; International MarketsWe are seeking an experienced Customer Service Manager to serve as the voice of our brand, delivering exceptional service and support across international markets. In this leadership role, you will oversee customer service operations, ensuring high-quality support for our global clientele.This position is ideal for a career-driven professional with a strong background in E-commerce, who thrives in a fast-paced, omnichannel environment. You will manage complex inquiries, resolve customer issues, and ensure seamless order fulfillment while maintaining the highest service standards.Key Responsibilities<ul><li>Omnichannel Communication: Oversee high-volume inbound inquiries via Live Chat, VOIP/Phone, and Email, ensuring a focus on First Contact Resolution and efficient case handling.</li><li>E-commerce Operations: Expertly navigate order management systems to handle complex logistics, returns, product inquiries, and payment queries, ensuring a smooth experience for customers.</li><li>Proactive Engagement: Ensure timely follow-ups for case resolution, helping customers resolve issues and ensuring their satisfaction.</li><li>Cross-Functional Collaboration: Work closely with internal teams including Sales, Logistics, and Technical Support to streamline operations and resolve escalated issues.</li><li>CRM Management: Maintain accurate records of all customer interactions within the CRM, ensuring data integrity and high-quality reporting.</li><li>Brand Ambassadorship: Demonstrate a polished, customer-centric attitude at all times, de-escalating conflicts with professionalism and empathy.</li></ul>Mandatory Requirements (Please Read Carefully)<ul><li>Experience: Minimum of 3 years of proven experience in Customer Support within an International E-commerce environment.</li><li>Language Proficiency: Native or C2-level proficiency in English is non-negotiable. You must have exceptional verbal communication skills (neutral accent preferred for international markets) and flawless written grammar.</li><li>Industry Knowledge: Demonstrated experience with E-commerce platforms (e.g., Shopify, Magento, Salesforce) and ticketing systems (e.g., Zendesk, Intercom).</li><li>Education: Bachelor&rsquo;s Degree required.</li></ul>Candidate Profile<ul><li>Global Mindset: You have prior experience serving customers in North American, European, or Australian markets, and understand international service expectations.</li><li>Tech-Savvy: Comfortable with juggling multiple software tools simultaneously and quick to learn new systems.</li><li>Problem Solver: Detail-oriented and proactive, capable of working independently to resolve issues without constant supervision.</li><li>Resilient: You maintain composure under pressure, treating challenging interactions as opportunities to build long-term customer loyalty.</li></ul>Pay: Rs200,000.00 - Rs220,000.00 per monthWork Location: In person

Customer Service Manager

NielsenIQ

<div>
 
 Job Description
 
 
 
 
 The role is responsible for the ongoing support and development of Tier 1 and 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>
 </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>
 
 NIQ may utilize artificial intelligence (AI) tools at various stages of the recruitment process, including r&eacute;sum&eacute; screening, candidate assessments, interview scheduling, job matching, communication support, and certain administrative tasks that help streamline workflows. These tools are intended to improve efficiency and support fair and consistent evaluation based on job-related criteria. All use of AI is governed by NIQ&rsquo;s principles of fairness, transparency, human oversight, and inclusion. Final hiring decisions are made exclusively by humans. NIQ regularly reviews its AI tools to help mitigate bias and ensure compliance with applicable laws and regulations. If you have questions, require accommodations, or wish to request human review were permitted by law, please contact your local HR representative. For more information, please visit NIQ&rsquo;s AI Safety Policies and Guiding Principles: https://www.nielseniq.com/global/en/ai-safety-policies.
 
 
 
 
 
 
 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 Success Executive

ACE Money Transfer

<div>
 
 About Us
 
 :
 
 
 ACE Money Transfer is a UK-based multinational company headquartered in Manchester, United Kingdom. ACE Money Transfer provides online remittance services to individuals in 28 countries across UK, Europe, Canada, and Australia, enabling them to send money across borders in over 100 countries.
 
 
 
 Team Lead - Customer Experience
 
 
 
 
 Location
 
 : Lahore, Punjab
 
 
 
 Department
 
 : Customer Experience
 
 
 
 Reporting To
 
 : Assistant Manager - Customer Experience
 
 
 
 Company
 
 : ACE Money Transfer
 
 
 
 Employment Type
 
 : Full-Time
 
 
 
 Work Mode
 
 : On-Site (Monday to Friday)
 
 
 
 Job Summary
 
 :
 
 
 The Team Lead - Customer Experience plays a pivotal role in enhancing ACE Money Transfer's customer engagement across all touchpoints. The position focuses on complaint management, real-time issue resolution, and social reputation management. The role also involves training and development of customer service teams, ensuring strong adherence to KPIs and process excellence.
 
 
 The ideal candidate must possess strong analytical skills and a proven track record in process transformation and workflow optimization.
 
 
 
 Key Responsibilities
 
 :
 
 
 
 Complaint Resolution &amp; Escalation Management
 
 :
 
 
 <ul>
 <li>
 Own the end-to-end lifecycle of critical customer complaints - especially those tied to service failures, compliance risks, or reputational impact
 </li>
 <li>
 Identify recurring complaint themes and collaborate with product, IT, and operations teams to resolve underlying issues
 </li>
 <li>
 Maintain and update a complaints dashboard highlighting trends, resolution time, and escalation rate
 
 
 </li>
 </ul>
 
 Team Leadership &amp; Coaching
 
 :
 
 
 <ul>
 <li>
 Supervise a team of frontline agents managing omnichannel support (voice, email, chat, social)
 </li>
 <li>
 Mentor agents on effective customer communication, especially when dealing with complaints and public interactions
 </li>
 <li>
 Conduct regular coaching sessions and provide performance feedback
 </li>
 <li>
 Support new agent onboarding and contribute to ongoing skill development initiatives
 
 
 </li>
 </ul>
 
 Training &amp; Development
 
 :
 
 
 <ul>
 <li>
 Identify skill and knowledge gaps within the team
 </li>
 <li>
 Work with Training and Quality Assurance (QA) teams to design and deliver refresher sessions, particularly around complaint handling, tone management, and brand-safe responses
 </li>
 <li>
 Act as a subject matter expert (SME) in social response strategy and complaint de-escalation
 
 
 </li>
 </ul>
 
 Operational Oversight &amp; Workflow Optimization
 
 :
 
 
 <ul>
 <li>
 Review daily ticket queues to ensure prioritization of high-impact cases
 </li>
 <li>
 Streamline workflows to reduce resolution time and increase first contact resolution (FCR)
 </li>
 <li>
 Collaborate with Workforce Planning to ensure appropriate staffing during peak hours and across social platforms
 
 
 </li>
 </ul>
 
 Reporting &amp; KPI Tracking
 
 :
 
 
 <ul>
 <li>
 Track and analyse KPIs such as CSAT, AHT, FCR, NPS, SLA compliance, and escalation rates
 </li>
 <li>
 Development of reporting by in incorporating Business Intelligence
 </li>
 <li>
 Provide weekly and monthly performance reports with actionable insights
 </li>
 <li>
 Share social sentiment and complaint trends with leadership to drive business improvement
 </li>
 <li>
 Create a feedback loop with Product &amp; Marketing to give them key insights of the customer pain points
 
 
 </li>
 </ul>
 
 Complaint Management
 
 :
 
 
 <ul>
 <li>
 Ensure all complaints are handled as per the procedure laid out on complaint management
 </li>
 <li>
 Oversee and ensure timely, professional, and brand-aligned resolution of issues raised in public forums
 </li>
 <li>
 Escalate complex or sensitive complaints appropriately and ensure root cause analysis and closure
 </li>
 <li>
 Coordinate with Marketing and Compliance to align tone and language with brand and regulatory requirements
 
 
 </li>
 </ul>
 
 Process Transformation &amp; Analytics
 
 :
 
 
 <ul>
 <li>
 Analyse existing CX processes to identify inefficiencies, bottlenecks, and improvement opportunities
 </li>
 <li>
 Design and implement process enhancements, best practices, and innovative solutions to optimize team performance and operational efficiency
 </li>
 <li>
 Collaborate with the Assistant Manager to deploy new strategies, tools, and technologies that elevate overall CX operations and customer satisfaction
 
 
 </li>
 </ul>
 
 Qualifications
 
 :
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in business administration, Marketing, or a related field
 </li>
 <li>
 3-5 years of experience in customer service leadership roles
 </li>
 <li>
 Strong knowledge of CRM systems, complaint management, and analytics tools
 </li>
 <li>
 Excellent communication and coaching skills
 </li>
 <li>
 Demonstrated experience in process transformation and performance optimization
 
 
 </li>
 </ul>
 ACE Money Transfer Profile: https://acemoneytransfer.com/company-profile
 
 
 Powered by JazzHR
 
 
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</div>

Team Lead - Customer Xperience

Descon Engineering Limited

<div>
 
 
 About the Job:
 
 
 
 The
 
 Deputy Manager &ndash; People Experience &amp; Culture
 
 is responsible for driving initiatives that strengthen organisational culture, promote diversity and inclusion, and enhance the company&rsquo;s employer brand. The role focuses on designing and implementing employee engagement strategies and programs, supporting DEI initiatives, and building a compelling employer value proposition to attract and retain top talent. The position works closely with HRBPs, Corporate HR Team, and Corporate Communications to ensure alignment between internal culture and external brand positioning.
 
 
 
 
 
 
 
 Responsibilities
 
 
 <ul>
 <li>
 :Design and implement employee engagement initiatives aligned with organisational culture and values
 </li>
 <li>
 .Lead diversity, equity, and inclusion (DEI) initiatives to promote an inclusive workplace and support diversity-focused hiring practices
 </li>
 <li>
 .Develop and promote the organisation&rsquo;s Employer Value Proposition (EVP) through targeted employer branding campaigns
 </li>
 <li>
 .Partner with HR Teams to strengthen employer brand visibility across digital platforms and social media channels
 </li>
 <li>
 .Plan and execute engagement programs, recognition initiatives, and culture-building activities
 </li>
 <li>
 .Analyze engagement survey results and other employee feedback to identify improvement areas and drive action plans
 </li>
 <li>
 .Collaborate with HRBPs and Corporate Communications to ensure consistent internal messaging and alignment with the organisational culture
 </li>
 <li>
 .Track engagement and employer branding KPIs and prepare reports for HR leadership
 </li>
 <li>
 .Support strategic HR initiatives related to culture transformation, employee experience, and organisational development
 </li>
 </ul>
 
 
 
 
 
 .
 
 Required Skills &amp; Experienc
 
 
 <ul>
 <li>
 e:5&ndash;7 years of experience in HR with exposure t
 
 o employee engagement, employer branding, or DEI initiativ
 
 e
 </li>
 <li>
 s.Experience designing and executin
 
 g engagement programs, culture initiatives, or employer branding campaig
 
 n
 </li>
 <li>
 s.Strong stakeholder management skills with the ability to collaborate across HR and business function
 </li>
 <li>
 s.Strong understanding o
 
 f employee experience, culture-building frameworks, and DEI best practic
 
 </li>
 </ul>
 
 
 
 
 
 es
 
 Educati
 
 
 <ul>
 <li>
 on:Bachelor&rsquo;s or master&rsquo;s degree
 
 in Human Resources, Business Administration, Psychology, or related fi
 
 e
 </li>
 <li>
 ld.Certification
 
 in Diversity &amp; Inclusion, Employer Branding, or HR Analyt
 
 ics will be an added advanta
 </li>
 </ul>
 
 
 
 ge.
</div>

Deputy Manager – People Experience & Culture

Marham - Find a Doctor

At Marham, we are on a mission to deliver exceptional experiences to our patients and customers. We are looking for a Customer Experience Executive who is a graduate with excellent communication skills, passionate about creating positive interactions, resolving concerns efficiently, and elevating the overall experience of our users.Key Responsibilities<ul><li>Serve as the first point of contact for customers via chat, providing professional and timely responses.</li><li>Understand customer needs, address concerns, and ensure a seamless and positive experience.</li><li>Maintain deep knowledge of Marham&rsquo;s products and services to assist customers accurately.</li><li>Collaborate with internal teams to resolve complex issues efficiently.</li><li>Manage multiple customer interactions simultaneously while maintaining high-quality service.</li><li>Identify opportunities to enhance customer experience and provide feedback to improve processes.</li></ul>Requirements<ul><li>Education: Bachelor&rsquo;s degree (graduate level required).</li><li>Experience: Minimum 6 months in customer support, chat support, or related customer-facing roles.</li><li>Excellent written and verbal communication skills in English are mandatory.</li><li>Strong problem-solving, multitasking, and decision-making abilities.</li><li>Proficient with computer systems and chat support software.</li><li>Ability to work under pressure and meet response time and quality standards.</li><li>Professional, empathetic, and solution-oriented mindset.</li></ul>What We Offer<ul><li>Opportunities for growth and career development.</li><li>A collaborative, supportive, and mission-driven work environment.</li><li>Exposure to innovative processes and learning opportunities in a fast-paced company.</li></ul>Job Type: Full-timePay: Rs50,000.00 - Rs60,000.00 per monthWork Location: In person

Customer Exeperience Executive

Marham is a leading health tech platform committed to improving patient experiences and access to healthcare across Pakistan. We are looking for a Patient Experience Executive who is passionate about healthcare, has excellent communication skills, and wants to make a real impact on patient interactions.This role is perfect for Pharmacy, Life Sciences, or other health-related graduates who want to leverage their knowledge in a patient-facing, non-clinical role.Key Responsibilities<ul><li>Serve as the first point of contact for patients via chat, providing professional, timely, and empathetic responses.</li><li>Understand patient needs, address concerns, and ensure a seamless and positive experience.</li><li>Maintain deep knowledge of Marham&rsquo;s healthcare services and solutions to provide accurate guidance.</li><li>Collaborate with internal teams to resolve patient issues efficiently.</li><li>Manage multiple patient interactions simultaneously while maintaining high-quality service.</li><li>Identify opportunities to enhance patient experience and provide feedback for continuous improvement.</li></ul>Requirements<ul><li>Education: Bachelor&rsquo;s degree (Pharmacy / Life Sciences / Health-related graduates preferred).</li><li>Experience: Fresh 6 months in customer support, chat support, or related patient/customer-facing roles.</li><li>Excellent written and verbal communication skills in English are mandatory.</li><li>Strong problem-solving, multitasking, and decision-making abilities.</li><li>Proficient with computer systems and chat support software.</li><li>Ability to work under pressure and meet response time and quality standards.</li><li>Professional, empathetic, and solution-oriented mindset.</li></ul>What We Offer<ul><li>Opportunities for growth and career development in the health tech sector.</li><li>A collaborative, supportive, and mission-driven work environment.</li><li>Exposure to innovative processes and learning opportunities in a fast-paced healthcare platform.</li></ul>Job Type: Full-timePay: Rs50,000.00 - Rs60,000.00 per monthWork Location: In person

Patient Experience Executive

Aqua Craft Studio

Location: DHA Phase 8, LahoreRole OverviewAquaBrew - Aquarium Caf&eacute; is looking for an experienced Caf&eacute; Operations Manager. This role requires a hands-on leader who can manage staff, maintain service quality, coordinate with the kitchen team, and ensure efficient day-to-day operations while working closely with the owners to grow the business.Key Responsibilities<ul><li>Oversee daily caf&eacute; operations including service flow, staff coordination, and customer experience</li><li>Assist in recruitment and hiring of caf&eacute; staff, including baristas, service staff, and support roles</li><li>Manage front-of-house team including baristas, servers, and cashiers</li><li>Ensure high standards of customer service and hospitality</li><li>Coordinate closely with the Head Chef and kitchen team for smooth operations</li><li>Monitor opening and closing procedures and operational checklists</li><li>Maintain cleanliness, hygiene, and presentation standards across the caf&eacute;</li><li>Handle customer feedback and resolve complaints professionally</li><li>Manage staff scheduling, attendance, and performance supervision</li><li>Monitor inventory levels and coordinate stock replenishment</li><li>Support implementation of promotions, events, and marketing activities</li><li>Assist owners in improving operational efficiency and service quality</li></ul>Requirements<ul><li>3&ndash;5 years experience in caf&eacute;, restaurant, or hospitality operations</li><li>Previous experience as Caf&eacute; Manager / Restaurant Supervisor preferred</li><li>Strong leadership and team management skills</li><li>Excellent communication and customer handling abilities</li><li>Understanding of caf&eacute; workflows and service standards</li><li>Knowledge of POS systems and daily reporting</li><li>Experience in new caf&eacute; or restaurant openings is a plus</li></ul>Job Type: Full-timePay: Rs100,000.00 - Rs150,000.00 per monthApplication Question(s):<ul><li>In which cafe/ restaurant are you currently working as an Operations Manager?</li><li>Please specify your current salary and salary expectations below. </li></ul>Experience:<ul><li>Cafe Operations Manager : 3 years (Required)</li></ul>Location:<ul><li>Lahore (Required)</li></ul>Work Location: In person

Cafe Operations Manager

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