
Customer Experience Specialist Officer
19 hours ago
Exams Customer Service Expertise Officer
We support global peace and prosperity by fostering international connections, mutual understanding, and trust. Our mission is to shape brighter futures through education, arts, culture, language, and creativity, promoting cultural exchange between the UK and countries worldwide.
This role requires a high level of expertise in delivering exceptional first-line customer service at our Pakistan office, ensuring clients and stakeholders receive accurate information and support in a professional and responsive manner.
The successful candidate will oversee daily customer service operations, maintaining corporate standards and aligning service delivery with strategic goals to maximize impact.
Responsibilities- Oversee daily customer service operations, ensuring efficient service delivery and reducing turnaround times.
- Analyse complex service issues, provide timely feedback for business planning, and lead initiatives to improve first contact resolution and customer satisfaction.
- Manage service quality projects, monitor performance, and ensure alignment with national targets, including Net Promoter Score (NPS) improvements.
- Monitor service partners, ensuring compliance with the Complaints Policy, and maintain a robust Business Continuity Plan (BCP).
- Bachelor's degree
- Minimum of 1 year of customer service experience
- Excellent communication skills
- Attention to detail
- Report writing skills
- Proficiency in using Microsoft Excel and Word effectively
- Gross salary: PKR 95,000 per month
- 13th-month salary disbursed annually
- 23 days annual paid leave
- Comprehensive health coverage
- Professional development opportunities
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