Customer Experience Executive

Job Type: Full Time

Job Description:

About Us

Jugnu is a B2B e-commerce platform, on a mission to digitize and empower small retail stores in Pakistan with a convenient, reliable & easy to use platform for ordering and getting deliveries in less than 24hr window. Our vision is to directly impact and uplift 1 million + small scale retailers in Pakistan.

Location: Lahore Head Office


Provide end-to-end resolution within (SLA) Service Level Agreement to all the operations (Logistics + warehousing) related complaints being routed from the 3rd party call center agents.
Use the company’s methodology, team input, and defined processes to ensure all set KPIs (contact rate, CSAT, AHT, NPS) and SLAs are met and first call resolution is provided
Escalate all appropriate problems/customer grievances to the relevant team and department, Operations, Growth, Marketing, and Product.
Provide professional and candid responsive customer service by using excellent customer service skills.
Respond to customer inquiries related to products, procedures, and use cases
Have regular, interactive feedback calls with operations to improve the quality of deliverables.
Provide regular, detailed progress reports on request tickets and issues on a weekly level with actionable insights where necessary
Manage and collaborate with stakeholders to drive the implementation of various improvement projects

Minimum Qualifications and Skills:

Minimum Bachelor’s degree
Should have 1 to 2 years of experience in a call center as a customer support executive
Should possess effective communication, interpersonal, and stakeholder management skills
Must have basic knowledge of BPO and Call Centre setup
Preferred to have strong technical skills: experience in Jira and other complaint handling software is a plus
Must know Microsoft Excel, Tableau would be a plus.
Should be self-reliant and display ownership to ensure end-to-end resolution

Employment Type:


The Jugnu Way

We are a group of passionate people, possessing an owner’s mindset and obsessed with customer satisfaction!

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