Customer Excellence Associate

Tuitional · Karachi division, Pakistan

This is a full-time, on-site customer relationship role in Karachi, working hours aligned with GCC students and parents. You will own customer cases end to end — handling calls, resolving escalations, and proactively identifying at-risk customers — not just routing tickets. It suits someone who is confident on the phone, disciplined about follow-up, and comfortable working across multiple digital systems.

What you will do

• Handle parent and student communication across calls, WhatsApp, chat, and email, maintaining context so customers do not repeat themselves
• Conduct structured outbound experience calls to assess satisfaction with tutors, scheduling, and overall service quality
• Manage escalated complaints involving tutors, billing, scheduling, and service quality, investigating each case before committing to a resolution
• Coordinate resolutions across internal teams — including Academics, Finance, and Tech — and keep customers informed until the case is documented as closed
• Identify early signs of dissatisfaction or cancellation risk and contact customers proactively rather than waiting for complaints
• Maintain accurate records across CRM, LMS, ticketing, and communication platforms simultaneously
• Track every open commitment, callback, and unresolved case to ensure nothing is dropped

What we need

• 1–3 years of experience in a customer-facing role such as customer success, client servicing, relationship management, hospitality, banking, telecom, or EdTech
• Fluent spoken and written English with confidence handling difficult conversations on the phone
• Strong follow-up discipline — able to own a case from first contact through final resolution without repeated reminders
• Ability to manage multiple active cases simultaneously with strong attention to detail
• Comfortable working across CRMs, LMS platforms, spreadsheets, ticketing systems, and AI tools, and able to learn new software quickly
• Availability to work hours aligned with GCC customer schedules

Nice to have

• Experience in EdTech, tutoring, schools, or student services
• Prior customer escalation or retention experience, including outbound success or feedback calls
• Experience serving customers based in the GCC
• Arabic language ability