Personal Relationship Builder

6 days ago

Shalimar Tehsil, Pakistan beBeeExceptionality Full time 6,000,000 - 8,000,000
Job Title:

Customer Experience Officer/Executive

">Department: Customer Experience Reporting To: Assistant Manager - Customer Experience.

The role of the Customer Experience Officer/Executive is responsible for delivering exceptional customer service by assisting customers with remittance inquiries, transaction tracking, issue resolution, and service requests through multiple communication channels (chat, calls, emails, and ticketing system). The officer ensures adherence to compliance regulations and upholds the Customer Care Excellence philosophy while maintaining a balance between company interests and customer satisfaction. The Customer Experience Officer/Executive plays a key role in ensuring that customer complaints are managed fairly and efficiently while balancing company interests and customer satisfaction. The officer works closely with the compliance team to identify and report suspicious activities, fraud risks, and unauthorized transactions. The officer also gathers and documents customer feedback to help improve products and services.Key Responsibilities:
  • Provide support via chat, calls, emails, and tickets for customer concerns, service requests, inquiries, and complaints.
  • Assist customers in tracking money transfers, providing real-time status updates.
  • Rightly troubleshoot and resolve transaction delays, failed transfers, and payment issues.
  • Guide customers through KYC verification within the delegated CSR authority, ensuring regulatory compliance.
  • Identify and report suspicious activities, fraud risks, and unauthorized transactions to the compliance team.
  • Manage customer complaints fairly and efficiently while balancing company interests and customer satisfaction.
  • Educate customers on app navigation, transaction processes, fees, and service-related queries.
  • Escalate high-priority cases to relevant departments and follow up for timely resolution.

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