17 Service Excellence jobs in Pakistan

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• Map and analyze customer journeys across retail, e-commerce, service, and digital touchpoints
• Support data-driven decision-making by extracting insights from CRM, WhatsApp, call center, and surveys
• Track customer satisfaction (CSAT), complaints, and experience gaps to drive continuous improvement
• Collaborate with teams across Retail, Service, E-Commerce, and Marketing to improve the full customer lifecycle
• Help design and manage feedback tools and dashboards for visibility into customer experience trends
• Be part of strategic CX initiatives that reshape how customers interact with our brand
  
  

• Map and analyze customer journeys across retail, e-commerce, service, and digital touchpoints
• Support data-driven decision-making by extracting insights from CRM, WhatsApp, call center, and surveys
• Track customer satisfaction (CSAT), complaints, and experience gaps to drive continuous improvement
• Collaborate with teams across Retail, Service, E-Commerce, and Marketing to improve the full customer lifecycle
• Help design and manage feedback tools and dashboards for visibility into customer experience trends
• Be part of strategic CX initiatives that reshape how customers interact with our brand
  
  

• Graduate (0-2 years of experience) with background in Business, Marketing, Psychology, Design Thinking, or Analytics
• Curious, empathetic, and eager to improve the way customers feel at every touchpoint
• Strong with data analysis tools (Excel, Google Sheets, Power BI, or CRM systems)
• Great communicator and team player who thrives in a collaborative environment
• Passionate about building great experiences, not just solving complaints

• Seniority level Associate

• Employment type Full-time

• Job function Customer Service
• Industries IT Services and IT Consulting

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Karachi Division, Sindh, Pakistan 3 days ago

Karachi Division, Sindh, Pakistan 4 months ago

Karachi Division, Sindh, Pakistan 20 hours ago

Karachi Division, Sindh, Pakistan 17 hours ago

Karachi Division, Sindh, Pakistan 12 hours ago

Karachi South District, Sindh, Pakistan 12 hours ago

Karachi Division, Sindh, Pakistan 20 hours ago

Karachi Division, Sindh, Pakistan 6 days ago

Karachi East District, Sindh, Pakistan 5 months ago

Karachi Division, Sindh, Pakistan 20 hours ago

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We are seeking a detail-oriented and proactive Customer Experience Officer to join our team. The role focuses on managing customer feedback initiatives, especially Net Promoter Score (NPS) surveys. Responsibilities include gathering, analyzing, and reporting customer insights to enhance service quality and customer satisfaction.

• Conduct Customer Surveys: Execute and manage NPS surveys and other feedback tools across various customer touchpoints (digital, call center, branch, etc.).
• Data Collection & Analysis: Collect and monitor customer data, ensuring accuracy and response rates.
• Reporting: Prepare and present reports on NPS trends, customer sentiments, and areas for improvement.
• Customer Feedback Loop: Collaborate with internal teams to acknowledge and act on customer feedback.
• Insights to Action: Work with CX and operational teams to propose solutions based on feedback data.
• Quality Monitoring: Support mystery shopping or service audits as needed.
• Tool Management: Assist in managing survey tools and platforms.
• Documentation: Keep detailed records of survey instruments, responses, and actions taken.
• Compliance & Confidentiality: Handle customer data ethically and in compliance with standards.

• Bachelor’s degree in Business Administration, Marketing, or related field.
• 1–2 years of relevant experience in customer service, experience, or research.
• Understanding of NPS methodology and customer satisfaction metrics.
• Proficiency in MS Excel and basic data visualization tools.
• Good communication and interpersonal skills.
• Ability to interpret data and generate insights.
• Organized, self-driven, and customer-focused mindset.

• Head Office

Mobilink Microfinance Bank Ltd. serves over 48 million registered users, including 20+ million monthly active customers in Pakistan. Combining microfinance with digital banking, it operates over 114 branches and 270,000 agents, offering services like savings, loans, remittances, mobile wallets, insurance, and payments, promoting financial inclusion. MMBL values innovation, teamwork, and a customer-centric approach.

This role offers an opportunity to make a meaningful impact by driving transformative change. Join us to empower millions and succeed in the digital age.

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. 0136598), 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.

FinTech Hive, Gate Avenue, Zone D, Level 1, Dubai Int’l Financial Centre, PO Box 507211, Dubai, UAE

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

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. 0136598), 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.

FinTech Hive, Gate Avenue, Zone D, Level 1, Dubai Int’l Financial Centre, PO Box 507211, Dubai, UAE

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

- Measure CX at all customer touch points of the company, including stores, the company's website, social media, and e-commerce.
- Analyze the data gathered (feedback, complaints, etc.) and identify opportunities to further increase CX at all touch points.
- Present findings to respective departments and management on a weekly/monthly basis.
- Inspire and influence the department heads and managers to take initiative to enhance CX.
- Lead the CX team (Calls and Emails) to ensure all customers are catered with exceptional CX.

Requirements:

- Minimum Bachelor's in a Business or related field.
- 5 to 6 years of experience in customer experience; 2 to 3 years of experience in a managerial role is a must (Call Center preferred).
- Good analytical skills: able to understand numbers and trends.
- Strong leadership, interpersonal, and communication skills.
- An ideal candidate should be result-focused and a good team player.

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. 0136598), 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.

FinTech Hive, Gate Avenue, Zone D, Level 1, Dubai Int’l Financial Centre, PO Box 507211, Dubai, UAE

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

• Maintaining a positive, empathetic and professional attitude toward customers at all times and provide exceptional Customer Experience
• Responding promptly to customer inquiries, complaints and queries
• Communicating with customers through various channels including Calls, Chats, Emails e.t.c.
• Acknowledging and resolving customer complaints and make necessary correspondence
• Logging the details in relevant CRM software and providing timely updates
• Upselling and conversion passive prospects into long term customers
• Warm and Cold calling to make sales as per provided targets

Requirements:

• Previous call center experience (if applicable) is good to have
• Must be comfortable working in shifts
• Good verbal and spoken skills wrt to English language

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.

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.

Communication, Incentive Bonus, Leaves