Job Title: Customer Experience Associate

Location: Karachi

About the Role

We’re looking for a Customer Experience Associate who can deliver a seamless, empathetic, and high-quality support experience to our members. You’ll be the front-line voice of Oraan, managing customer queries with accuracy, speed, and clarity. If you’re someone who loves problem solving, communicates well, and thrives in a fast-moving environment, you’ll fit right in.

What You Will Do

• Handle customer queries through chat and email using software.
• Provide timely, accurate, and helpful resolutions to member concerns.
• Coordinate with internal teams to resolve escalated issues promptly.
• Ensure adherence to internal processes, SOPs, and compliance guidelines during every interaction.
• Maintain service quality while consistently meeting defined response and resolution KPIs.
• Capture feedback, identify recurring issues, and suggest improvements to enhance the customer journey.
• Represent Oraan’s customer-centric mindset in every interaction.

Who You Are

• 1–3 years of experience in customer support, customer experience, or a service-oriented role.
• Strong written communication skills with the ability to explain solutions clearly.
• Comfortable working with CX tools, ticketing systems, and communication platforms.
• A problem solver who stays calm under pressure and handles queries with empathy.
• Detail oriented with a commitment to following processes and maintaining quality.
• A team player who collaborates well across functions.
• Flexible, proactive, and excited to contribute to a mission-driven company.