Complaint Resolution & Customer Experience Specialist

Translation Empire; Saddar; On-site; PKR 335,000 - 502,000; Full time

Job summary

Translation Empire is seeking an office-based Complaints Coordinator to manage customer complaints from acknowledgement through resolution. You will liaise with the Complaints Manager, ensure complete information capture, and document investigation notes and outcomes.

The role requires attention to detail and strong teamwork in a fast-paced environment. Working hours are 10am-7pm, with responsibilities including preparing formal responses and maintaining high customer service standards.

Qualifications

• Minimum of 1 years’ experience in a customer service and/or quality/complaints function.
• Meticulous eye for detail and ability to prioritise effectively.
• Highly organised with a rigorous problem-solving technique.
• Willingness and ability to undertake training needed to fulfil the changing requirements of the job.
• Ability to work as part of a team, promote team working and share ideas.

Responsibilities

• Ensuring complaints are acknowledged and ensuring customers are kept informed throughout the complaint process
• Handling all new incoming complaints
• Liaise with the Complaints Manager to update and manage complaints processes and procedures
• Ensuring complete information capture, investigation notes, and correct paperwork are documented and maintained
• Investigate complaints comprehensively and objectively in accordance with company policies and procedures, sector requirements and client contractual obligations
• Liaise with internal staff, customers, freelance interpreters and the compliance team to investigate all issues
• Communicating outcomes to the customer
• Ensure all customer feedback is collated and that intelligent analytical approach is adopted
• Prepare clear, informed responses to customers via letter and email
• Ensure and maintain a high level of customer service at all times by taking control of any customer complaints that arise

Skills

Customer service experience

Attention to detail

Organisational skills

Teamwork

Willingness to learn

Job description

Translation Empire is seeking an office-based Complaints Coordinator to manage customer complaints from acknowledgement through resolution. You will liaise with the Complaints Manager, ensure complete information capture, and document investigation notes and outcomes.

The role requires attention to detail and strong teamwork in a fast-paced environment. Working hours are 10am-7pm, with responsibilities including preparing formal responses and maintaining high customer service standards.