Customer Experience Executive

2 weeks ago

Lahore, Punjab, Pakistan Digitt Plus Full time 1,200,000 - 2,400,000 per year

Job Description:

As a
Customer Experience Executive
, you'll play a vital role in ensuring every interaction with Digitt+ is smooth, supportive, and memorable. You'll assist customers with their queries, resolve complaints efficiently, and collaborate with teams to enhance service quality — driving trust, satisfaction, and loyalty in the fintech space.

Key Responsibilities:

  • Respond to customer queries and complaints on social media and community platforms promptly and professionally
  • Intimate relevant teams about unresolved or escalated complaints for swift resolution
  • Oversee and enhance the user experience for Digitt+ customers by addressing feedback and aligning with user expectations
  • Conduct UAT's of app for testing features and functionality to identify and resolve usability issues
  • Monitor and respond to reviews and ratings on the Google Play Store to address user concerns and build trust
  • Implement strategies to improve app ratings and gather actionable insights from user feedback
  • Analyze customer experience data to derive insights and recommend strategies for enhancing the overall customer journey
  • Track key metrics such as user satisfaction, complaint resolution time, and retention rates
  • Develop innovative content ideas to engage users and enhance their digital experience
  • Research and implement creative strategies for experience innovation through content
  • Collaborate with cross-functional teams, including product, marketing, and support, to ensure consistent and exceptional customer experience
  • Provide input and feedback to teams based on customer insights and community interactions
  • Log and manage social media complaints using the CRM tool, ensuring accurate documentation and efficient resolution tracking
  • Use CRM data to identify trends and recommend improvements in service delivery

Qualifications:

  • 2–3 years of experience in customer service, complaint management, or customer experience roles (fintech/banking preferred).
  • Strong problem-solving and communication skills with a customer-first mindset.
  • Proven ability to handle escalations and ensure timely resolution of issues.
  • Familiarity with CRM systems, support tools, and complaint management processes.
  • Bachelor's degree in Business, Management, or a related field (MBA is a plus).

Why Join Us?

  • Play a key part in shaping strategic initiatives, driving sales performance, and leading digital transformation projects.
  • Lead the digital growth engine of a fast-scaling EMI wallet brand.
  • Be part of an innovation-driven fintech team shaping financial inclusion and digital payments.

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