Customer Experience Agent

As a Customer Experience Agent, you will be responsible for resolving complaints logged by our AI assistant on the complaints portal and assisting customers who contact our helpline. Your role involves quickly addressing each case, coordinating with relevant teams, and ensuring proper documentation to turn negative experiences into opportunities for repeat business. Unlike chat-based support, your focus will be on managing complaints through the portal and helpline calls. You will take full ownership of each complaint from initial receipt to final resolution.

Key Responsibilities

Helpline & Complaint Intake: Handle inbound helpline calls by listening carefully to customer issues, verifying order details and any existing complaints, and clearly explaining the next steps. Log every call and its outcome on the complaints portal. Review complaints submitted by the AI assistant, including summaries, evidence, and customer history.

Order & Delivery Resolution: Monitor order status via Shopify and track parcels with courier services. Proactively follow up on delays, failed deliveries, and cases where items are marked delivered but not received. Assess photos and order details for wrong, missing, damaged, or defective items. Apply company policies and escalate replacement or refund requests with clear summaries to the appropriate teams.

Case Ownership & Closure: Manage each complaint through to closure by coordinating with teams such as courier, warehouse, finance, or quality control. Document all actions and final case status on the portal with clear notes for easy handover if needed. Collaborate with Finance on refund requests and payment deductions, updating the case status at every stage.

Sensitive Cases: Handle delicate situations involving authenticity concerns, skin-reaction reports, upset customers, and high-priority complaints with extra care. Escalate cases beyond policy limits to a team lead.

Reporting & Improvement: Identify and tag recurring issues, provide daily updates on case progress, and highlight patterns such as problematic couriers, product batches, or promotions before they escalate. Suggest improvements to company policies and provide feedback to enhance the AI assistant’s accuracy.

Required Qualifications

- Bachelor’s degree or diploma in any discipline (candidates with Intermediate education plus 4+ years relevant experience will also be considered)
- Minimum 1 year of experience in customer support, complaint handling, or call-center roles involving inbound calls, with at least 1 year in e-commerce, retail, FMCG, or a similar order-and-delivery environment
- Fluent spoken Urdu and basic working knowledge of English; able to read customer complaints written in Roman Urdu independently
- Clear, confident, and polite phone manner with proven experience handling inbound customer calls
- Strong ability to write clear, accurate case notes and escalation summaries (this skill will be assessed during the interview)
- Comfortable working with web-based portals, ticketing tools, or CRMs, as well as Google Sheets or Excel (including filters, lookups, and basic formulas)
- Demonstrated ability to follow cases through to resolution, including coordinating with other teams and documenting all actions taken
- Ability to remain calm and professional with upset callers while maintaining consistent quality across a high volume of interactions
- Availability to work on-site in Karachi from Monday to Saturday, 9:00 AM to 6:00 PM PKT

Preferred Qualifications and Benefits

- Experience in beauty, skincare, or personal care e-commerce, or strong product knowledge in these categories
- Hands-on experience with Shopify and courier portals such as PostEx, Leopards, or TCS
- Familiarity with handling returns, RTOs (Return to Origin), and cash-on-delivery disputes
- Understanding of customer service metrics such as CSAT, first response time, and resolution time, with ideas for improvement
- Experience working alongside AI assistants or chatbots, including providing feedback to improve their performance
- Prior experience mentoring new team members or serving as a senior agent within a customer experience team

This is a full-time, on-site position based in Karachi, offering a monthly salary range of Rs55,000 to Rs60,000.