Customer Experience Associate

Job Title: Customer Experience Associate
Location: Karachi
About the Role
We're looking for a Customer Experience Associate who can deliver a seamless, empathetic, and high quality support experience to our members. You'll be the front line voice of Oraan managing customer queries with accuracy, speed and clarity. If you're someone who loves problem solving, communicates well, and thrives in a fast moving environment you'll fit right in.
What You Will Do
• Handle customer queries through chat and email using softwares.
• Provide timely accurate and helpful resolutions to member concerns.
• Coordinate with internal teams to resolve escalated issues promptly.
• Ensure adherence to internal processes, SOPs, and compliance guidelines during every interaction.
• Maintain service quality while consistently meeting defined response and resolution KPIs.
• Capture feedback, identify recurring issues, and suggest improvements to enhance the customer journey.
• Re...