1,106 Customer Satisfaction jobs in Pakistan

foodpanda is part of the Delivery Hero Group, the world's pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in over 70+ countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.

Job Description

• Overlook the performance analysis, optimization, and process improvement suggestions for customer experience.
• Use project management tools to track progress, escalate issues, and report on key performance indicators (KPIs) to the country leadership.
• Help identify areas for operational improvement, applying best practices to enhance customer experiences and streamline internal processes.
• Own the implementation of service functions to address customer pain points across the pre, live, and post-delivery stages, ensuring a stellar experience.
• Collaborate closely with cross-functional teams to drive customer touchpoint feedback analysis, organizing and recommending process improvements to enhance customer experience.
• Manage internal stakeholders to set expectations and influence decisions
• Work with the Shared Service Centre to implement regional and global best practices for customer experience management.
• Work with product rollout teams to ensure seamless rollouts of new vendor products
• Monitor and identify potential forces that impact customer satisfaction, actively working to leverage positive factors and mitigate negative ones.

Qualifications

• 4+ years of experience in analytical roles, particularly in customer experience, support and operations management.
• Hands-on experience delivering projects
• Ability to analyse data and use insights to drive decision-making and process improvement
• Proficiency in Excel and Google Workspace

We are seeking a highly motivated and experienced Customer Service Manager to lead our customer support team and ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction. The ideal candidate will be responsible for developing service procedures, implementing customer loyalty programs, and managing the day-to-day operations of the customer service team.

Lead, mentor, and manage the customer service team (voice, email, chat, and social media support).

Develop and implement customer service policies, procedures, and standards.

Monitor team performance through KPIs such as CSAT, NPS, AHT, FCR, and SLA compliance.

Handle complex customer complaints and escalations in a professional and timely manner.

Collaborate with cross-functional teams (Operations, Sales, IT, Product) to ensure customer-centric operations.

Manage shift schedules, workforce planning, and performance evaluations.

Oversee CRM tool usage (e.g., Zendesk, Freshdesk, Salesforce) and ensure full adoption and optimization.

Conduct regular training sessions to improve product knowledge, communication skills, and service quality.

Analyze customer feedback and suggest improvements to enhance the customer journey.

Prepare and present weekly/monthly reports to senior management.

Ensure compliance with company policies and relevant legal requirements.Required Education for Position*BachelorsRequired Experience for Position*3-4 Years

Job Type: Full-time

Pay: Rs250,000.00 per month

Work Location: On the road

Job Summary:

We are seeking an experienced
Manager Customer Experience
to oversee
inbound and outbound call center operations
, ensuring high-quality customer service, operational efficiency, and performance excellence. The ideal candidate will have a strong background in call center management for selling or supporting technology products in international markets.

Job Responsibilities:

• Oversee around the clock operations of
  inbound (customer service, support) and outbound (sales, surveys)
  call center activities.
• Develop and implement call center strategies to improve
  service levels, response times, and operational efficiency
  .
• Monitor call center metrics (e.g.,
  Resolution Time, Response Time, Service Level, Conversion Rates
  ) and implement improvements.
• Work with Marketing and Sales to develop outreach programs using LinkedIn Sales Navigator and other platforms to generate leads
• Manage leads generated from web and other outreach programs.
• Ensure compliance with company policies, industry regulations, and quality standards.
• Forecast call volumes and adjust staffing schedules to meet demand.
• Lead, mentor, and motivate a team of
  call center agents
  .
• Conduct performance evaluations, provide coaching, and implement training programs to enhance agent skills.
• Ensure high levels of
  customer satisfaction
  by maintaining service quality and resolving escalated issues.
• Analyze customer feedback and call recordings to identify trends and implement corrective actions.
• Work closely with other departments (PMO, SME and Engineering) to track customer issues towards resolution.

Required Skills:

• Expertise in both inbound and outbound call center operations.
• Experience in supporting or selling technology products (software, IT services etc) in North America, Europe or Middle East.
• Strong knowledge of
  call center KPIs, CRM systems (e.g., Salesforce, MS Dynamics)
• Excellent leadership, communication, and problem-solving skills.
• Proficiency in data analysis and reporting.

Experience

• 7+ years of experience in call center management, with
  Education/Qualification.
• Minimum:
  Bachelor's degree
  in Business Administration or Computer Sciences.

Location

• Islamabad(on-site)

Company Description

METRO opened its first cash & carry wholesale center in Pakistan in 2007 & expanded to 5 wholesale centers in a short span of 18 months. In July 2012 METRO and Makro-Habib combined their wholesale business in Pakistan marking the beginning of a long-term partnership to the mutual benefit of both companies. The merger allowed METRO and Makro-Habib to combine resources and gain the financial strength to lead and grow in a challenging environment and to gain synergies targeted to generate value for our customers and suppliers alike. Today the company is operating 10 wholesale centers in Lahore, Karachi, Multan, Islamabad & Faisalabad.

METRO Pakistan (Pvt) Limited is part of METRO GROUP's sales division METRO Cash & Carry, the international leader in self-service wholesale. The company operates more than 750 stores in 25 countries in Europe, Asia and Africa and has a workforce of over 107,000 employees. Sales in 2016/17 were approximately 37 billion Euro.

Job Description

• Contribute to implementing corporate policies and strategic decisions in the store
• Following and optimizing the economic results of the store
• Organizing and managing team work
• Addressing customer complaints to understand customers' needs and expectations, and to propose solutions.
• Coordinating with other functional teams to improve efficiency and market share
• Maintaining staff & product hygiene at all levels according to company policy
• Implement shop merchandising, layout and customer traffic flow so as to maximise sales, customer satisfaction, appearance, image and ergonomics for customers
• Execution of sales promotional activities for awareness, faster off-takes for building brand image vis-à-vis new and existing products
• Evaluating and analyzing the effectiveness of promotional activities planned
• Manage selling and customer service activities and staff competence in these areas, so as to optimise and sustain sales performance, profitability and customer satisfaction
• Manage health and safety, security, and emergency systems, capabilities and staff and customer awareness, according to company policy and relevant law
• Development of staff skills and capability through on-going training, as provided by the company

Qualifications

Bachelors

Company Description

Founded in 2016, 365 Adventures is a Destination Management Company specializing in travel services across the Middle East, including Qatar, UAE, KSA, and Oman. Our services range from day tours and hotel bookings to team-building activities and sports fan management. Since 2022, we have provided over 200,000 services to guests worldwide, connecting travelers with local experts for authentic experiences. Join us to explore the culture and heritage of the Arabian Peninsula.

About this job:

As a Customer Experience Specialist, you will serve as the primary point of contact for our customers, ensuring their interactions with our company are seamless, positive, and memorable.

Location:
Remote (Open to applicants based in Pakistan)

Employment Type:
Full-time

Level:
Entry-level

Timing: This is a Night shift role. You will work from 12 am - 10 am Pakistan Time.

Your role will involve:

• Handling customer inquiries, concerns, and feedback through various communication channels (phone, email, chat, social media, etc.)
• Handle Emergency situations.
• Providing accurate information about our products/services, assisting customers with their purchasing decisions, and offering solutions to their problems.
• Resolve customer complaints effectively and efficiently, aiming for first-contact solutions whenever possible.
• Collaborate with cross-functional teams to address customer needs and provide overall customer satisfaction.
• Analyze customer feedback to identify trends, issues, and areas for improvement.
• Contribute to the development and implementation of customer service policies and procedures.
• Maintaining a deep understanding of our products/services to offer personalized recommendations and assistance.
• Assisting guests with their booking procedures and making their reservations.
• Assisting operations and accounts teams with relevant information they require.

Qualifications:

• Proven experience in a customer-focused role, preferably as a Customer Experience Officer or similar.
• Excellent communication skills in English (both written and verbal)
• Knowing Arabic is a bonus.
• Strong problem-solving and interpersonal skills.
• Empathy and a genuine desire to help customers.
• Ability to handle challenging situations with professionalism and poise.
• Strong attention to detail and organizational abilities.

Role Description

This is a full-time, on-site role for a Customer Experience Officer located in Islamabad.

Qualifications

• Strong Interpersonal Skills
• Proficiency in Customer Satisfaction and Customer Experience
• Experience in Customer Support and Customer Service
• Excellent communication and problem-solving skills
• Ability to work on-site in Islamabad
• Bachelor's degree in Business, Marketing, or related field is advantageous
• Prior experience in the banking sector is a plus

About the role

We are looking for a highly motivated and customer-focused Customer Experience Associate to join our team. In this role, you will be the primary point of contact for our customers, responsible for managing relationships throughout their entire journey. You will engage with inbound leads to convert them into customers, while also providing ongoing support to ensure their experience is seamless and positive.

Your responsibilities will include

• Customer Engagement & Relationship Management: Engage with inbound leads through phone calls and WhatsApp to drive conversions. Build and maintain strong relationships with potential and existing customers, understanding their needs and providing relevant information and solutions.
• Sales & Service Delivery: Conduct timely follow-ups with leads to nurture them through the sales funnel. Assist customers in completing required steps for their deal in collaboration with the verification team.
• Customer Support: Have a deep understanding of the customer journey to provide support across all channels and touchpoints. Tackle customer concerns, troubleshoot issues, and ensure timely responses across all communication platforms.
• Operational & Technical Collaboration: Perform daily operational tasks related to payments and customer support. Collaborate with product and tech teams to troubleshoot customer challenges and assist with product tests and improvements.
• Data & Insights: Update lead and customer information in the CRM system after each interaction to ensure accurate and detailed records. Gather feedback from customers and analyze it to identify needs, prepare reports, and provide insights that can be used to improve products and services.
• Growth & Strategy: Meet weekly and monthly growth targets. Align customer experience strategies with marketing initiatives, new releases, and features, and stay informed of industry trends.

Required qualifications

• Bachelor's Degree
• Up to one year of experience in a similar customer-facing role is a plus
• Excellent communication and interpersonal skills
• Strong organizational skills and attention to detail
• Ability to learn and adapt to change quickly
• Deep understanding of customer concerns and the ability to troubleshoot as needed

Job Type: Full-time

Pay: Rs60, Rs70,000.00 per month

Work Location: In person

Job Description

Branch Customer Experience - Uplift

• Ensure Branch Physical/Virtual visit to check the overall branch customer experience. Preparing customer experience report of the branch as per the defined criteria well within timeline as per quarterly roster.
• Highlight the observations & share them with the branches/Area/region team through email for corrective measures.
• Follow-up till closure with branches/Area/region & relevant Head office stakeholders for issue resolution and maintain trackable record. Closure of issue benchmark is 60% + monthly
• Responsible for branch-wise analysis on a monthly/quarterly basis concerning visit observations.
• Drive customer conversion to digital ranking and digital channels & Improve pension and salary branch management with positive/improving trend
• Reinforce a culture of excellent customer greetings and first impressions floor Management.
• To assess branch awareness and ownership of complaint handling procedures, Surprise complaints box check on quarterly basis.

Customer Experience Quality Assurance

• Assist line manager to promote the delivery of excellent and consistent customer services ensuring that processes are followed by the branch teams.
• Build sustainable relationships and engage Internal and external customers by interacting with the customers during visits Overall responsible for managing customer experience initiatives at the regional level.
• Develop Customer experience culture in branches/PBs and play a vital role in branch look & feel improvement.
• Regularly follow up on SCD, CCTV, Complaints and other uncertain issues for timely resolution.
• Regularly update contact directories and maintain the CX Picture Directory. Conduct daily dress code compliance checks and share updates.
• Ensure timely rollouts of CER reports and performance trackers. Bridge between branches, HO and CX HO team for smooth operations.
• Work for Quantitative performance and deliverables.

Performance KPI Scorecard:

• Ensure to maintain Monthly Staff service KPI score.
• Conduct monthly meetings with regional teams for performance alignment.
• Share Weekly/Monthly meaningful& timely performance logs with the HO CX team.

MIS & Record Keeping

• Ensure to keep proper records of reports/correspondence ensuring safe custody and maintain day to day discipline as per approved policies & procedures of the bank
• Assist in all monthly, quarterly regional reports.
• Strong follow-up in compilation of reports & data from branches.
• Ensure availability of all data & record consolidation & review of customer experience reports received from Ensure the creation of CX portal user IDs in coordination with the HO team. Follow-up with relevant distribution/ area/ branches to ensure timely complaint closure from relevant branch/area.

Training & Development:

• Conduct training at the regional/Area/Branch level to improve customer experience reports/ results shared by the HO team.
• Ensure periodic training & evaluate the needs as and when required.
• Actively participate in all campaigns launched in Bank.
• Conduct Zoom and physical training session induction training sessions for branch and field staff & share with HO team on timely basis.

Job Specifications:

1-3 years' experience on customer experience position in banking sector / service industry.

Minimum bachelor's from HEC recognized institute.

Knowledge / Skills:

• Effective presentation & report writing skills.
• Good Communication skills
• Data Analysis
• Experience of planning, prioritizing, organizing own work, and managing multiple deadlines.

Willing to travel across the country as required in the course of business requirements

Job Description:

We are looking for a friendly, solution-oriented Customer Experience Officer to join our team. In this role, you will be the first point of contact for our customers, helping to ensure they have a smooth and satisfying experience with our products/services.

Key Responsibilities:

• Respond to customer inquiries via phone, email, or chat in a timely and professional manner
• Resolve complaints and issues effectively, ensuring customer satisfaction
• Collect and analyze customer feedback to help improve our service
• Work closely with internal teams to ensure a seamless customer journey
• Maintain accurate records of interactions and follow-ups

Requirements:

• Strong communication and problem-solving skills
• Prior experience in customer service or a similar role preferred
• Ability to work independently and in a team
• Familiarity with CRM systems is a plus
• Positive attitude and a passion for helping people

Job Type: Full-time

Pay: Rs25, Rs45,000.00 per month

Work Location: In person