Customer Experience Agent

As Customer Experience Agent, you'll resolve the complaints our AI assistant logs on the complaints portal and speak directly with customers who call our helpline. You'll fix each case quickly, coordinate with the teams involved, and close it with proper documentation, turning a bad experience into a repeat buyer.

Our AI assistant handles customer chats, so your work happens on the complaints portal and the helpline, not on WhatsApp or other written channels. You own each complaint from the moment it lands on the portal or arrives by phone to its final closure.

Key Responsibilities

• Helpline & Complaint Intake: Answer inbound helpline calls, listen to the issue, check the order and any open complaint, and explain the next steps clearly, log every call and its outcome on the portal, review the complaints our AI assistant logs on the portal, reading the summary, evidence, and customer history
• Order & Delivery Resolution: Check order status in Shopify and track parcels with the courier, chase delays, failed deliveries, and "delivered but not received" cases until they are closed, review photos and order details on wrong, missing, damaged, and defective item cases, apply company policy, and escalate replacement or refund decisions to the right team with a clear summary
• Case Ownership & Closure: Drive each complaint to closure, coordinating with the responsible team (courier, warehouse, finance, or quality), record the action taken and the final status on the portal, with case notes clear enough for anyone to pick the case up, coordinate with Finance on refund requests and payment-deducted cases, and update the case at each step
• Sensitive Cases: Handle authenticity doubts, skin-reaction reports, upset callers, and high-priority complaints with extra care, escalate to a lead when a case is outside policy
• Reporting & Improvement: Tag recurring issues, share daily case updates, and flag patterns (a courier, a product batch, a broken promo) before they become a crisis. Suggest fixes to policies and to the AI assistant whenever you see wrong triage or the same mistake repeat

Requirements

• Bachelor's degree or diploma in any discipline (Intermediate with 4+ years of relevant experience will be considered)
• Minimum 1 year in customer support, customer experience, complaint handling, or a call-center role, including inbound calls, with at least 1 year in e-commerce, retail, FMCG, or another order-and-delivery business
• Fluent spoken Urdu with basic working English, and able to read customer complaints written in Roman Urdu without help
• Clear, confident, and polite phone manner, with proven experience handling inbound customer calls
• Ability to write clear, accurate case notes and escalation summaries (this will be tested in the interview)
• Confidence working in a web-based portal, ticketing tool, or CRM, and in Google Sheets or Excel (filters, lookups, basic formulas)
• Proven record of following a case through to closure, including chasing other teams and documenting what was done
• Ability to stay calm with upset callers and keep quality consistent across a high volume of calls and complaints
• Availability to work Monday to Saturday, 9:00 AM to 6:00 PM PKT, on-site in Karachi

Preferred Qualifications

• Experience in beauty, skincare, or personal care e-commerce, or deep product knowledge in the category
• Hands-on experience with Shopify and courier portals such as PostEx, Leopards, or TCS
• Experience handling returns, RTOs, and cash-on-delivery disputes
• Familiarity with customer metrics (CSAT, first response time, resolution time) and how to improve them
• Experience working alongside AI assistants or chatbots, including giving feedback to improve them
• Prior experience coaching a new joiner or acting as a senior agent on a team

Job Type: Full-time

Pay: Rs55,000.00 - Rs60,000.00 per month

Application Question(s):

• Current Salary
• Expected Salary
• How soon can you join?
• How many years of that experience do you have in e-commerce or a delivery-based business?

Work Location: In person