Customer Experience Officer/Executive at ACE Money Transfer – Jhelum Gpo, Punjab

About Us:

ACE Money Transfer is a UK-based multinational company headquartered in Manchester, United Kingdom. ACE Money Transfer provides online remittance services to individuals in 29 countries across the UK, Europe, Canada, and Australia, enabling them to send money across borders in over 100 countries.

We are looking to hire a Customer Experience Officer/Executive who will be responsible for delivering exceptional support to our customers across multiple communication channels. The ideal candidate will ensure the timely resolution of customer queries, provide accurate information, and maintain a high standard of service quality. This role requires strong communication skills, problem-solving abilities, and a customer-centric mindset to enhance overall customer satisfaction and brand experience.

• Respond promptly to customer inquiries through chat, email, and phone channels.

• Assist customers with transaction-related queries, account issues, complaints, and general support.

• Ensure all interactions meet quality, compliance, and service standards.

• Track, manage, and resolve customer tickets within defined SLAs and service timelines.

• Follow up with customers when necessary to ensure complete resolution.

• Document customer interactions, insights, and feedback accurately in the system.

• Escalate complex issues to the relevant teams while ensuring smooth communication and follow-through.

• Identify common customer pain points and recommend improvements to enhance service quality.

• Maintain updated knowledge of company products, services, and policies.

• Contribute to overall customer experience improvements and operational efficiency.

• Bachelor’s degree in Business, Marketing, Communication, or a related field (preferred).

• Minimum an year experience in customer service, support, or call center.

• Excellent written and verbal communication skills.

• Strong problem-solving and analytical abilities.

• Ability to handle pressure while maintaining professionalism and empathy.

• Proficiency in using customer support tools, CRM systems, and ticket management platforms.

• Attention to detail with strong documentation and follow-up skills.

• Ability to work in shifts, weekends, or rotational schedules (if required).

• Customer-centric mindset

• Active listening

• Conflict resolution

• Time management

• Adaptability

• Ownership and accountability

• Team collaboration

• Full-time

• Rotational shifts may apply