Customer Experience Associate

1 week ago

Karachi, Sindh, Pakistan Oraan Full time 104,000 - 130,878 per year

About Oraan
Oraan is Pakistan's female-led fintech startup with a mission to make savings simple, easy and habitual for everyone. We are working to achieve that by creating user-driven financial tools and services. The method we focus on at the moment is changing the way Pakistanis' imagine committees. We enable people to save with a safe group in a simple and transparent method whether they are looking to save for a car, a wedding, or just become better at savings.

About The Role
We are looking for a highly motivated and customer-focused Customer Experience Associate to join our team. In this role, you will be the primary point of contact for our customers, responsible for managing relationships throughout their entire journey. You will engage with inbound leads to convert them into customers, while also providing ongoing support to ensure their experience is seamless and positive.

Your Responsibilities Will Include

  • Customer Engagement & Relationship Management: Engage with inbound leads through phone calls and WhatsApp to drive conversions. Build and maintain strong relationships with potential and existing customers, understanding their needs and providing relevant information and solutions.
  • Sales & Service Delivery: Conduct timely follow-ups with leads to nurture them through the sales funnel. Assist customers in completing required steps for their deal in collaboration with the verification team.
  • Customer Support: Have a deep understanding of the customer journey to provide support across all channels and touchpoints. Tackle customer concerns, troubleshoot issues, and ensure timely responses across all communication platforms.
  • Operational & Technical Collaboration: Perform daily operational tasks related to payments and customer support. Collaborate with product and tech teams to troubleshoot customer challenges and assist with product tests and improvements.
  • Data & Insights: Update lead and customer information in the CRM system after each interaction to ensure accurate and detailed records. Gather feedback from customers and analyze it to identify needs, prepare reports, and provide insights that can be used to improve products and services.
  • Growth & Strategy: Meet weekly and monthly growth targets. Align customer experience strategies with marketing initiatives, new releases, and features, and stay informed of industry trends.

Required Qualifications

  • Bachelor's Degree
  • Up to one year of experience in a similar customer-facing role is a plus
  • Excellent communication and interpersonal skills
  • Strong organizational skills and attention to detail
  • Ability to learn and adapt to change quickly
  • Deep understanding of customer concerns and the ability to troubleshoot as needed

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