daraz.pk Jobs – Head of Customer Relationship Management


About Daraz


Founded in 2015, Daraz is South Asia’s leading e-commerce platform in Pakistan, Bangladesh, Sri Lanka, Nepal and Myanmar. It empowers more than 100,000 active sellers with world-class marketplace technology to reach the fast-growing consumer class in a region of 500 million people. Through Daraz Express and Daraz Pay, it operates the most efficient and digitalised logistics and payments infrastructure in its markets. Daraz’ vision is to be a champion of South Asia, serving 50 million customers and businesses by 2030.

For more information, please visit www.daraz.com.

Job Description

As a member of the countryƒ??s AI backed Chatbot team, you will apply your logic, research/analysis, and content development skills to build conversational experiences that will assist thousands of Daraz Customers each month through the Daraz Pakistan Chatbot. Your aim should be to make customerƒ??s life easier by providing proper solution to their queries/problems.

Major Responsibilities

  • Identifying & Working on business resolutions available to customer based on Daraz policies.
  • Developing chatbot conversation flows to improve access to aforementioned resolutions.
  • Continually analyzing live chat interactions to identify gaps and refining/recreating contents. This could be done through UX experiments, user feedback, and analysis of performance metrics from various dashboards.
  • Come up with new ideas in order to improve the contents of the Chatbot, focusing on Daraz App and Web.
  • Having ƒ??Can Doƒ? attitude towards challenges.
  • Willingness to go extra mile in achieve KPIs.
  • Communicating with peers across all Daraz ventures and willingness to work regionally for product improvement.
  • Closely monitoring the Chatbots of top South Asian e-commerce platforms, setting up goals for analyzing their resolutions and more so implementing new concepts to the Daraz Pakistan Chatbot based keeping local perspective in mind.


  • Bachelors in CS/IT/Business Administration any from a reputed University.
  • Preferably 1-2 year of working experience in relevant field.
  • Excellent communication skills.
  • Knowledge on HTML, Python and SQL. Candidates having intermediary knowledges on these will be considered as ƒ??extremely competitive.
  • Ability to work well under pressure and maintain composure during stressful situations; ability to handle shifting and multiple priorities.
  • Quick and self-motivated learner.
  • Can solve problems using own critical thinking skills, with emphasis on innovation.
  • Understanding of Live Chat Service.
  • Hands-on Experience on Chat Service will be an added advantage.
  • Ability to work independently and proactively manage schedule and workload to meet and set deadline.
  • Ability to solve problems and deal with a wide range of situations.

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