Customer Success Executive

6 days ago

Karachi, Sindh, Pakistan Tronics Digital Pvt Ltd Full time 900,000 - 1,200,000 per year

We're Hiring: Customer Success Executive


Location: Fortune Tower, Shahrah-e-Faisal, Karachi


Shift: Night (9:30 PM – 6:30 AM)


Company: Tronics Digital Pvt. Ltd.

Tronics Digital is looking for a
Customer Scucess Executive
to join our growing team

1. Call Quality Monitoring

  • Listen to 
    all incoming and outgoing calls
    .
  • Evaluate communication tone, accuracy, empathy, and professionalism.
  • Check adherence to scripts, compliance, and process guidelines.
  • Tag calls as 
    Good / Needs Improvement / Escalation
    .
  • Maintain a 
    call log
     with feedback notes for each agent.

2. Email & Chat Quality Control

  • Review 
    all customer emails, chats, and tickets
    .
  • Check for correct grammar, clarity, empathy, and resolution accuracy.
  • Ensure SLAs (response time, resolution time) are being met.
  • Highlight recurring mistakes and provide corrective suggestions.

3. Issue Escalation & Follow-up

  • Identify unresolved or mishandled cases.
  • Escalate critical issues to senior support, product, or operations teams.
  • Track escalated cases until closure.
  • Provide feedback to the team on handling similar cases better in the future.

4. Reporting & Documentation

  • Maintain 
    daily/weekly QA scorecards
     for calls, emails, and chats.
  • Record common customer complaints and recurring agent errors.
  • Share structured reports with management for process improvements.
  • Document escalation reasons and outcomes for future learning.

5. Team Feedback & Coaching

  • Conduct 
    regular QA review meetings
     with team members.
  • Share call/email reviews and suggest improvements.
  • Provide training on communication, tone, product knowledge, and empathy.
  • Recognize high-performing team members and flag areas for coaching.

6. Process Adherence & Compliance

  • Ensure policies (refunds, replacements, SLAs, compliance guidelines) are being followed.
  • Monitor for any miscommunication, false promises, or policy breaches.
  • Work with leadership to refine SOPs based on QA findings.

7. Customer Experience Insights

  • Identify patterns in customer dissatisfaction (e.g., delays, product issues).
  • Provide 
    actionable feedback
     to product/operations teams.
  • Suggest improvements to scripts, templates, and processes.

In short, this person would act as the 
quality gatekeeper for customer interactions
, ensuring that every email, call, and escalation meets the company's standards.


Apply Now:
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