Customer Experience Executive

2 weeks ago

Islamabad, Islamabad, Pakistan HBL Microfinance Bank LTD Full time 1,200,000 - 3,600,000 per year

Job Description

Branch Customer Experience - Uplift

  • Ensure Branch Physical/Virtual visit to check the overall branch customer experience. Preparing customer experience report of the branch as per the defined criteria well within timeline as per quarterly roster.
  • Highlight the observations & share them with the branches/Area/region team through email for corrective measures.
  • Follow-up till closure with branches/Area/region & relevant Head office stakeholders for issue resolution and maintain trackable record. Closure of issue benchmark is 60% + monthly
  • Responsible for branch-wise analysis on a monthly/quarterly basis concerning visit observations.
  • Drive customer conversion to digital ranking and digital channels & Improve pension and salary branch management with positive/improving trend
  • Reinforce a culture of excellent customer greetings and first impressions floor Management.
  • To assess branch awareness and ownership of complaint handling procedures, Surprise complaints box check on quarterly basis.

Customer Experience Quality Assurance

  • Assist line manager to promote the delivery of excellent and consistent customer services ensuring that processes are followed by the branch teams.
  • Build sustainable relationships and engage Internal and external customers by interacting with the customers during visits Overall responsible for managing customer experience initiatives at the regional level.
  • Develop Customer experience culture in branches/PBs and play a vital role in branch look & feel improvement.
  • Regularly follow up on SCD, CCTV, Complaints and other uncertain issues for timely resolution.
  • Regularly update contact directories and maintain the CX Picture Directory. Conduct daily dress code compliance checks and share updates.
  • Ensure timely rollouts of CER reports and performance trackers. Bridge between branches, HO and CX HO team for smooth operations.
  • Work for Quantitative performance and deliverables.

Performance KPI Scorecard:

  • Ensure to maintain Monthly Staff service KPI score.
  • Conduct monthly meetings with regional teams for performance alignment.
  • Share Weekly/Monthly meaningful& timely performance logs with the HO CX team.

MIS & Record Keeping

  • Ensure to keep proper records of reports/correspondence ensuring safe custody and maintain day to day discipline as per approved policies & procedures of the bank
  • Assist in all monthly, quarterly regional reports.
  • Strong follow-up in compilation of reports & data from branches.
  • Ensure availability of all data & record consolidation & review of customer experience reports received from Ensure the creation of CX portal user IDs in coordination with the HO team. Follow-up with relevant distribution/ area/ branches to ensure timely complaint closure from relevant branch/area.

Training & Development:

  • Conduct training at the regional/Area/Branch level to improve customer experience reports/ results shared by the HO team.
  • Ensure periodic training & evaluate the needs as and when required.
  • Actively participate in all campaigns launched in Bank.
  • Conduct Zoom and physical training session induction training sessions for branch and field staff & share with HO team on timely basis.

Job Specifications:

1-3 years' experience on customer experience position in banking sector / service industry.

Minimum bachelor's from HEC recognized institute.

Knowledge / Skills:

  • Effective presentation & report writing skills.
  • Good Communication skills
  • Data Analysis
  • Experience of planning, prioritizing, organizing own work, and managing multiple deadlines.

Willing to travel across the country as required in the course of business requirements

  • Customer Experience Officer

    2 weeks ago

    Islamabad, Islamabad, Pakistan Askari Bank Full time 300,000 - 600,000 per year

    Role DescriptionThis is a full-time, on-site role for a Customer Experience Officer located in Islamabad.QualificationsStrong Interpersonal SkillsProficiency in Customer Satisfaction and Customer ExperienceExperience in Customer Support and Customer ServiceExcellent communication and problem-solving skillsAbility to work on-site in IslamabadBachelor's degree...

  • Manager Customer Experience

    7 days ago

    Islamabad, Islamabad, Pakistan Smart Talent Full time 1,800,000 - 3,000,000 per year

    We are seeking a highly motivated and experienced Customer Service Manager to lead our customer support team and ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction. The ideal candidate will be responsible for developing service procedures, implementing customer loyalty programs, and managing...

  • Customer Experience Manager

    2 weeks ago

    Islamabad, Islamabad, Pakistan LMKR Full time 9,000,000 - 12,000,000 per year

    Job Summary:We are seeking an experiencedManager Customer Experienceto overseeinbound and outbound call center operations, ensuring high-quality customer service, operational efficiency, and performance excellence. The ideal candidate will have a strong background in call center management for selling or supporting technology products in international...

  • Customer Support Executive

    2 weeks ago

    Islamabad, Islamabad, Pakistan Velocity PVT LTD Full time 400,000 - 600,000 per year

    Company DescriptionVelocity BPO is a strategic partner, committed to propelling your business towards success. Established in 2020, we have earned a sterling reputation for consistently delivering transformative solutions that accelerate growth and enhance our clients' competitive edge.Role DescriptionThis is a full-time on-site role for a Customer Support...

  • Customer Support Executive

    5 days ago

    Islamabad, Islamabad, Pakistan Velocity PVT LTD Full time 900,000 - 1,200,000 per year

    Company DescriptionVelocity BPO is a strategic partner committed to propelling businesses towards success. Established in 2020, we have earned a sterling reputation for consistently delivering transformative solutions. Our services are designed to accelerate growth and enhance our clients' competitive edge. At Velocity BPO, we believe in creating value and...

  • Customer Care Executive

    5 days ago

    Islamabad, Islamabad, Pakistan HRPSP - Your Strategic HR Partner Full time 45,000 - 60,000 per year

    Job Opportunity: Customer Care Executive (Premium Category)Location: IslamabadWe're looking for a dedicated and talented Customer Care Executive to join our premium service team. If you have a passion for delivering exceptional customer experiences, we want to hear from youSalary & Benefits:Base Salary: PKR 45,000Commission: Up to PKR 15,000 based on...

  • Customer Sales Executive

    4 days ago

    Islamabad, Islamabad, Pakistan BusRoute Full time 1,200,000 - 3,600,000 per year

    Job Title: Customer Sales Executive – UK Transport CompanyLocation: DHA Phase 2, IslamabadTimings: Rotational Shifts (5 days a week)12:00 PM – 9:00 PM2:00 PM – 11:00 PM3:00 PM – 12:00 AM4:00 PM – 1:00 AMDepartment: Customer Support & SalesJob OverviewWe are seeking a motivated and proactiveCustomerSales Executiveto join our team at a leading...

  • Customer Support Executive

    7 days ago

    Islamabad, Islamabad, Pakistan ibex. Pakistan Full time 400,000 - 600,000 per year

    OverviewWe are looking for an incredible resource who can do wonders in the world of CX with their wit and wonderful customer-centric attitude. For this job role, you will be expected to provide satisfactory solutions to a diverse range of customer queries through means of written and verbal communications and a positive attitude. The Customer Support...

  • Senior Customer Support Executive

    2 weeks ago

    Islamabad, Islamabad, Pakistan Velocity PVT LTD Full time 900,000 - 1,200,000 per year

    Company DescriptionVelocity BPO is a strategic partner committed to propelling businesses towards success. Established in 2020, we have earned a sterling reputation for consistently delivering transformative solutions. Our services are designed to accelerate growth and enhance our clients' competitive edge. At Velocity BPO, we believe in creating value and...

  • Customer Support Executive

    1 week ago

    Islamabad, Islamabad, Pakistan Red Star Technologies Pvt. Ltd. Full time 1,200,000 - 1,440,000 per year

    We are seeking an experienced Customer Support Executive with 3–4 years of proven expertise in handling customer queries and providing high-quality service. The ideal candidate will have excellent communication skills, strong problem-solving abilities, and the capability to manage escalations while ensuring customer satisfaction.Key Responsibilities:Handle...