Customer Experience Specialist

2 weeks ago


Lahore, Punjab, Pakistan ACCA Careers Full time

About Us

We are a dynamic and growing accountancy practice, dedicated to providing exceptional financial services to our clients. With a strong reputation in the industry, we are now looking for an experienced Customer Experience Specialist to manage all client complaints and ensure a high standard of service.

Key Responsibilities

  1. Act as the first point of contact for client complaints and concerns.
  2. Investigate and resolve complaints in a timely and professional manner, ensuring client satisfaction while adhering to company policies.
  3. Maintain accurate records of all client interactions, complaints, and resolutions.
  4. Work closely with internal teams (accountants, compliance, onboarding) to address client concerns and improve overall service quality.
  5. Develop and implement strategies to improve client satisfaction and reduce complaints.
  6. Identify common client pain points and recommend improvements to company processes.
  7. Provide training and guidance to staff on best practices for customer interactions.
  8. Ensure compliance with industry regulations and company standards.
  9. Draft and send professional written responses to client complaints when required.
  10. Escalate complex issues to senior management as needed.

Key Requirements

  1. Minimum 5+ years of experience in a customer service or complaints resolution role, preferably within an accountancy practice or professional services firm.
  2. Exceptional English communication skills (both written and verbal).
  3. Strong problem-solving skills and the ability to remain calm under pressure.
  4. Ability to handle difficult conversations professionally and diplomatically.
  5. Strong organisational skills with the ability to manage multiple cases simultaneously.
  6. Proficient in using CRM systems, Microsoft Office, and other client management tools.
  7. A proactive approach to improving customer experience and retention.
  8. Ability to work independently and collaborate with various teams.

Preferred Qualifications

  1. Experience within an accountancy or financial services firm.
  2. Knowledge of compliance and regulatory requirements in the accountancy industry.

What We Offer

Competitive salary based on experience. Opportunity to work in a fast-paced and professional environment. Career development opportunities within a growing firm. Supportive and collaborative company culture.

If you have a passion for delivering exceptional client service and have the experience to manage client relationships effectively, we'd love to hear from you

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