125 Customer Satisfaction jobs in Islamabad

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. Minimum education: Bachelor’s degree in Business Administration or Computer Sciences.

Location

• Islamabad (on-site)

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Job Description

A Customer Experience Specialist (CES) is responsible for selling a company's products or services to potential and existing customers. Their primary duties include making outbound sales calls, responding to customer inquiries and concerns, and providing information about the features and benefits of the products or services offered. CSRs may also be responsible for processing orders, resolving customer complaints, and maintaining accurate records of customer interactions and sales.

Successful CSRs must possess excellent communication and customer service skills, be comfortable using computer systems and software, and be able to work in a fast-paced, goal-oriented environment.

Job Specification

1. Education: A high school diploma or equivalent is usually required. Some companies may prefer or require a college degree, especially for more specialized or technical sales roles.
2. Sales skills: Strong sales skills, including the ability to persuade, negotiate, and close deals, are essential for a CSR.
3. Communication skills: Excellent verbal and written communication skills are essential for a CSR, as they will be interacting with customers and colleagues on a daily basis.
4. Customer service skills: A CSR must be able to provide excellent customer service, including listening to customers' needs and concerns and responding in a helpful and timely manner.
5. Computer skills: Many companies use computer systems and software to manage customer interactions and sales, so CSRs should be comfortable using these tools.
6. Product knowledge: A CSR should have a good understanding of the products or services they are selling, including their features, benefits, and pricing.
7. Goal-oriented: CSRs should be comfortable working in a fast-paced, goal-oriented environment, as they will be expected to meet sales targets and other performance metrics.
8. Adaptability: CSRs should be able to adapt to changing customer needs, product offerings, and sales strategies.
9. Teamwork: CSRs often work as part of a team, so the ability to collaborate with colleagues and share knowledge and resources is important.
10. Ethical behavior: A CSR must behave ethically and with integrity, following company policies and industry regulations.

Job Rewards and Benefits

Communication, Incentive Bonus, Leaves

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SadaPay is transforming financial services in Pakistan with a digital-first experience that makes managing money simple, transparent, and hassle-free. With over three-quarters of the population still unbanked, we believe financial services need a radical shift. With SadaPay, all you need is a CNIC, a phone number, and a smartphone to get started; no paperwork, no long waits. Our 2 million users have left behind their worst banking frustrations, no hidden fees, free local transfers, and a payment experience that’s actually enjoyable. Pair that with friendly customer service and a vibrant debit card, and suddenly, finance doesn’t just work, it feels fun!

Why is this role important?

As a Customer Experience Associate, you'll be the face of SadaPay and the first point of contact for our users. Your role is critical in ensuring that our users have a positive and seamless experience with our platform. We're looking for someone who shares our values and is committed to providing an outstanding experience to our users!

As a Sadanaut you will:

• Respond to customer inquiries via email, live chat, and social media in a friendly, fun and honest manner.
• Investigate and resolve issues such as failed transfers, declined payments, and lost or stolen cards quickly and effectively.
• Collaborate with other departments, such as Financial Crime and Risk, to identify and monitor any suspicious activity.

Note: This is an entry-level position with a salary range of PKR 60,000–75,000, depending on shift timings. This role also requires working on weekends twice a month, with equivalent weekdays off to maintain a balanced schedule.

What it takes to become a Sadanaut:

• Excellent verbal and written communication skills with an emphasis on attention to detail.
• A calm personality so that you’re able to deal with a lot of issues and queries over chats each day.
• A positive and patient attitude, with a genuine desire to help customers (even the really unhappy ones) and have them leave each interaction feeling great.
• Strong problem-solving skills and a knack for investigation.
• A passion for quality and a focus on providing exceptional customer service.

Perks of being at SadaPay:

• USD-Denominated Salary : At SadaPay, all salaries are pegged to USD to help protect team members from inflation. If the dollar depreciates against the PKR, you'll always receive a minimum payment equal to your PKR salary.
• Remote-First Work Culture : We’re a remote-first company, allowing our team to work from the office, from home, or anywhere they choose. Teams may coordinate internally to determine if occasional office presence is needed.
• Flexible Leave Policy : We offer a flexible leave policy to support a sustainable work-life balance. We trust our colleagues to manage their work and leave responsibly.
• Comprehensive Insurance Coverage : Every Sadanaut, regardless of grade, receives Life and Medical Insurance (covering both outpatient and inpatient care), including immediate family and parents.
• Provident Fund Contributions : Provident fund contributions are provided to all team members to support their financial growth.
• Technology and Resources : Each colleague receives a laptop and additional resources (relevant to their role) to ensure they can work efficiently and comfortably.

Equal Opportunity Provider:

At SadaPay, we are committed to fostering an inclusive environment where everyone feels welcome and valued. We strive to make every Sadanaut feel comfortable and respected in the workplace. Discrimination of any kind has no place here; instead, we promote a culture of respect and mutual support among colleagues. Our recruitment process is built on fairness and equality for all, irrespective of race, age, gender, color, religion, social status, disability, or ethnicity.

SadaPay is registered as Sadapay Private Limited with the Securities and Exchange Commission of Pakistan (No. ), is regulated by the State Bank of Pakistan, and is a wholly-owned subsidiary of SadaPay Technologies Ltd., registered in the Dubai International Financial Center under commercial fintech license #3263.SadaPay Mastercard debit cards issued pursuant to a license by Mastercard Asia/Pacific Pte. Ltd.

Offices SadaPay Head Office SadaPay UAE Office

FinTech Hive, Gate Avenue, Zone D, Level 1, Dubai Int’l Financial Centre, PO Box , Dubai, UAE

SadaPay UK Office

86-90 Paul Street London, EC2A 4NE,
United Kingdom

#J-18808-Ljbffr

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. Minimum education: Bachelor’s degree in Business Administration or Computer Sciences. Location

Islamabad (on-site)

#J-18808-Ljbffr

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)

#J-18808-Ljbffr

SadaPay is transforming financial services in Pakistan with a digital-first experience that makes managing money simple, transparent, and hassle-free. With over three-quarters of the population still unbanked, we believe financial services need a radical shift. With SadaPay, all you need is a CNIC, a phone number, and a smartphone to get started; no paperwork, no long waits. Our 2 million users have left behind their worst banking frustrations, no hidden fees, free local transfers, and a payment experience that’s actually enjoyable. Pair that with friendly customer service and a vibrant debit card, and suddenly, finance doesn’t just work, it feels fun! Why is this role important? As a Customer Experience Associate, you'll be the face of SadaPay and the first point of contact for our users. Your role is critical in ensuring that our users have a positive and seamless experience with our platform. We're looking for someone who shares our values and is committed to providing an outstanding experience to our users! As a Sadanaut you will: Respond to customer inquiries via email, live chat, and social media in a friendly, fun and honest manner. Investigate and resolve issues such as failed transfers, declined payments, and lost or stolen cards quickly and effectively. Collaborate with other departments, such as Financial Crime and Risk, to identify and monitor any suspicious activity. Note: This is an entry-level position with a salary range of PKR 60,000–75,000, depending on shift timings. This role also requires working on weekends twice a month, with equivalent weekdays off to maintain a balanced schedule. What it takes to become a Sadanaut:

Excellent verbal and written communication skills with an emphasis on attention to detail. A calm personality so that you’re able to deal with a lot of issues and queries over chats each day. A positive and patient attitude, with a genuine desire to help customers (even the really unhappy ones) and have them leave each interaction feeling great. Strong problem-solving skills and a knack for investigation. A passion for quality and a focus on providing exceptional customer service. Perks of being at SadaPay: USD-Denominated Salary : At SadaPay, all salaries are pegged to USD to help protect team members from inflation. If the dollar depreciates against the PKR, you'll always receive a minimum payment equal to your PKR salary. Remote-First Work Culture : We’re a remote-first company, allowing our team to work from the office, from home, or anywhere they choose. Teams may coordinate internally to determine if occasional office presence is needed. Flexible Leave Policy : We offer a flexible leave policy to support a sustainable work-life balance. We trust our colleagues to manage their work and leave responsibly. Comprehensive Insurance Coverage : Every Sadanaut, regardless of grade, receives Life and Medical Insurance (covering both outpatient and inpatient care), including immediate family and parents. Provident Fund Contributions : Provident fund contributions are provided to all team members to support their financial growth. Technology and Resources : Each colleague receives a laptop and additional resources (relevant to their role) to ensure they can work efficiently and comfortably. Equal Opportunity Provider: At SadaPay, we are committed to fostering an inclusive environment where everyone feels welcome and valued. We strive to make every Sadanaut feel comfortable and respected in the workplace. Discrimination of any kind has no place here; instead, we promote a culture of respect and mutual support among colleagues. Our recruitment process is built on fairness and equality for all, irrespective of race, age, gender, color, religion, social status, disability, or ethnicity. SadaPay is registered as Sadapay Private Limited with the Securities and Exchange Commission of Pakistan (No. ), is regulated by the State Bank of Pakistan, and is a wholly-owned subsidiary of SadaPay Technologies Ltd., registered in the Dubai International Financial Center under commercial fintech license #3263.SadaPay Mastercard debit cards issued pursuant to a license by Mastercard Asia/Pacific Pte. Ltd. Offices

SadaPay Head Office

SadaPay UAE Office

FinTech Hive, Gate Avenue, Zone D, Level 1, Dubai Int’l Financial Centre, PO Box , Dubai, UAE SadaPay UK Office

86-90 Paul Street London, EC2A 4NE, United Kingdom

#J-18808-Ljbffr

Job Description

A Customer Experience Specialist (CES) is responsible for selling a company's products or services to potential and existing customers. Their primary duties include making outbound sales calls, responding to customer inquiries and concerns, and providing information about the features and benefits of the products or services offered. CSRs may also be responsible for processing orders, resolving customer complaints, and maintaining accurate records of customer interactions and sales. Successful CSRs must possess excellent communication and customer service skills, be comfortable using computer systems and software, and be able to work in a fast-paced, goal-oriented environment. Job Specification

Education:

A high school diploma or equivalent is usually required. Some companies may prefer or require a college degree, especially for more specialized or technical sales roles. Sales skills:

Strong sales skills, including the ability to persuade, negotiate, and close deals, are essential for a CSR. Communication skills:

Excellent verbal and written communication skills are essential for a CSR, as they will be interacting with customers and colleagues on a daily basis. Customer service skills:

A CSR must be able to provide excellent customer service, including listening to customers' needs and concerns and responding in a helpful and timely manner. Computer skills:

Many companies use computer systems and software to manage customer interactions and sales, so CSRs should be comfortable using these tools. Product knowledge:

A CSR should have a good understanding of the products or services they are selling, including their features, benefits, and pricing. Goal-oriented:

CSRs should be comfortable working in a fast-paced, goal-oriented environment, as they will be expected to meet sales targets and other performance metrics. Adaptability:

CSRs should be able to adapt to changing customer needs, product offerings, and sales strategies. Teamwork:

CSRs often work as part of a team, so the ability to collaborate with colleagues and share knowledge and resources is important. Ethical behavior:

A CSR must behave ethically and with integrity, following company policies and industry regulations. Job Rewards and Benefits

Communication, Incentive Bonus, Leaves

#J-18808-Ljbffr

About Us

Founded in 2014, Circles is a global technology company reimagining the telco industry with its innovative SaaS platform, empowering telco operators worldwide to effortlessly launch innovative digital brands or refresh existing ones, accelerating their transformation into techcos.

Today, Circles partners with leading telco operators across multiple countries and continents, including KDDI Corporation, Etisalat Group (e&), AT&T, and Telkomsel, creating blueprints for future telco and digital experiences enjoyed by millions of consumers globally.

Besides its SaaS business, Circles operates three other distinct businesses:

Circles.Life: A wholly-owned digital lifestyle telco brand based in Singapore, Circles.Life is powered by Circles’ SaaS platform and pioneering go-to-market strategies. It is the digital market leader in Singapore and has won numerous awards for marketing, customer service, and innovative product offerings beyond connectivity. Circles Aspire: A global provider of Communications Platform-as-a-Service (CPaaS) solutions. Its cloud-based Experience Cloud platform enables enterprises, service providers and developers to deliver and scale mobile, messaging, IoT, and connectivity services worldwide. Jetpac: Specializing in travel tech solutions, Jetpac provides seamless eSIM roaming for over 200 destinations and innovative travel lifestyle products, redefining connectivity for digital travelers. Jetpac was awarded Travel eSIM of the Year.

Circles is backed by renowned global investors, including Peak XV Partners (formerly Sequoia), Warburg Pincus, Founders Fund, and EDBI (the investment arm of the Singapore Economic Development Board), with a track record of backing industry challengers.

About This Role

We are seeking a visionary

Customer Experience Excellence Lead

to architect and lead our enterprise-wide customer experience strategy, with a strong mandate to transform NPS into a business-critical performance metric and accelerate AI-enabled service innovation. This is a senior role that combines strategic foresight, cross-functional influence, and deep operational excellence to elevate how we listen to, learn from, and act on the voice of our customers.

This role reports directly to the

Head of Customer Happiness , and is expected to shape the future of customer experience across all markets and touchpoints, embedding CX as a key competitive advantage and a north star for the organization.

What You Will Be Doing

NPS Strategy & Execution (Core Focus)

Own and drive the global NPS strategy, transforming insights into strategic action across Product, Tech, Growth, Market Operations, and beyond. Lead the design and execution of end-to-end customer listening programs covering transactional, relational, and journey-based feedback. Synthesize customer feedback, behavioral trends, and market data into high-level insights and strategic priorities that drive product, policy, and operational change. Serve as the executive voice of the customer, delivering insights that shape roadmaps and drive meaningful customer impact. Develop market-specific and segment-specific NPS dashboards, synthesizing complex data into clear priorities and business narratives. Build and lead a cross-functional rhythm of business around customer experience accountability, ensuring action plans are tracked, measured, and delivering tangible outcomes. Champion a culture of continuous improvement through deep customer empathy and robust feedback loops. Regularly brief leadership and business units with clear CX performance updates, drivers and action plans.

System Improvements & AI Initiatives

Co-lead the vision and implementation of next-generation servicing through AI, self-service, and automation with a focus on scalability, personalization, and cost efficiency. Partner with Tech and Product to design and launch intelligent solutions including generative AI for ticket summarization, agent assist, smart triage, and multilingual support. Monitor and optimize performance of AI systems, ensuring solutions deliver both business efficiency and exceptional customer experiences. Identify automation opportunities based on customer pain points and operational data, turning insights into high-impact improvements. Lead the transformation of support channels to drive higher deflection, faster resolution, and seamless digital-first experiences. Stay ahead of industry benchmarks, innovation trends, and emerging technologies to keep the organization at the forefront of CX leadership.

What We Are Looking For

8–12 years of experience in Customer Experience, Strategy, Service Excellence, or Customer Operations with leadership exposure across geographies. Proven track record in building and scaling customer insights programs (NPS, CSAT, VoC) that directly influence product, service, and strategic outcomes. Deep understanding of AI, automation, and digital service technologies with hands-on experience delivering tech-enabled CX transformation. Strong analytical mindset with the ability to translate data into compelling business cases and executive-level storytelling. Exceptional cross-functional influence and stakeholder management skills. Experience leading cross-market or global CX initiatives in high-growth or digital-first environments. Passionate advocate for customers and a champion of operational excellence. Prior experience with Zendesk, Freshdesk, or enterprise CRM/CX tools (e.g., Salesforce, Halo) is a strong advantage.

Circles is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, disability or age.

To all recruitment agencies: Circles will only acknowledge resumes shared by recruitment agencies if selected in our preferred supplier partnership program.

Please do not forward resumes to our jobs alias, Circles, employees or any other company location. Circles will not be held accountable for any fees related to unsolicited resumes not uploaded via our ATS. #J-18808-Ljbffr

We are seeking a highly motivated and experienced Customer Sales Representative for Outbound to join our team. In this role, you will be responsible for making outbound calls to potential customers, persuading them to purchase products or services, and generating sales leads to meet or exceed sales targets. Responsibilities: Make outbound calls to potential customers to generate sales leads Provide customers with product or service information and persuade them to make a purchase Meet or exceed sales targets on a daily, weekly, and monthly basis Maintain accurate customer records and follow up on customer inquiries Collaborate with team members to ensure customer satisfaction and achievement of sales targets Stay up-to-date with product knowledge and industry trends Use sales techniques to persuade customers to make a purchase Job Specification

High school diploma or equivalent; Associate's or Bachelor's degree preferred 1-2 years of experience in outbound sales or customer service Excellent communication skills, both verbal and written Strong interpersonal skills and ability to build relationships with customers Ability to work in a fast-paced environment and meet sales targets Familiarity with CRM software and sales tools Strong problem-solving skills and ability to think creatively Ability to work independently and as part of a team Telecommunications - Rawalpindi, Pakistan

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