Mahaana is leading fintech innovation as Pakistan’s first digital wealth management company. We empower individuals to achieve superior investment returns tailored to their unique goals and risk profiles. We’ve launched an ETF on the Pakistan Stock Exchange and introduced a fund that’s a top performer in its category. As we enter a high-growth phase, our commitment to revolutionizing the investment landscape remains steadfast, making it more accessible, efficient, and personalized for all.
As a Customer Experience Associate, you will be the frontline advocate for our customers, addressing their concerns with empathy across various communication channels. You will handle customer inquiries and issues through WhatsApp, email, social media, and other platforms, ensuring their concerns are resolved efficiently and effectively. Additionally, you will be responsible for identifying patterns in customer issues and working closely with the product team to relay these insights for product improvement.
- Customer Support: Provide exceptional support to customers through multiple channels, including WhatsApp, email, social media, and other communication platforms. Address and resolve customer inquiries, complaints, and issues with empathy and a solutions-oriented approach.
- Issue Resolution: Investigate and diagnose customer issues, providing clear and effective solutions. Follow up with customers to ensure their problems are fully resolved and their expectations are met.
- Feedback Management: Collect and document customer feedback, including recurring issues and suggestions for improvement. Analyze patterns and trends in customer concerns to identify areas for enhancement.
- Collaboration with Product Team: Communicate findings and insights to the product team regarding common customer issues and potential improvements. Collaborate with product managers and developers to help prioritize and address customer-driven changes.
- Knowledge Base Maintenance: Contribute to the development and maintenance of knowledge base articles and FAQs. Ensure that resources are up-to-date and effectively address common customer questions and issues.
- Customer Advocacy: Act as an advocate for the customer within the company, ensuring their needs and feedback are represented in product development and service enhancements.
- Performance Tracking: Monitor and report on key performance metrics related to customer satisfaction, issue resolution times, and other relevant indicators. Use this data to continuously improve service quality.
- Bachelor’s degree in Business, Communications, or a related field.
- 1-2 years of experience in customer support or a similar role, preferably in the financial industry.
- Strong empathy and communication skills, with a genuine desire to assist and resolve customer issues.
- Ability to handle challenging situations with patience and professionalism.
- Experience in identifying and documenting customer pain points and providing actionable feedback to internal teams.
- Strong problem-solving skills with attention to detail.
- Ability to work independently and as part of a team in a fast-paced environment.
- Experience in the financial sector is highly preferred.
- Familiarity with financial products and services, and understanding of industry regulations.
- Competitive salary and benefits package.
- Professional development and growth opportunities.
- Medical insurance
