Complaints Administrator

Translation Empire; Islamabad; On-site; PKR 300,000 - 600,000; Full time

Job summary

Translation Empire is seeking a customer service/complaints associate to join our team at DHA Sector F, Rawalpindi. You will acknowledge complaints, keep customers informed, and coordinate with the Complaints Manager to ensure accurate handling of issues.

The role requires 1 year of experience in customer service or quality/complaints, strong attention to detail, and the ability to work well in a team while delivering consistent service from office premises.

Qualifications

• Minimum of 1 year’s 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

• Acknowledging complaints and keeping customers informed throughout the process.
• Handling all new incoming complaints.
• Liaising with the Complaints Manager to update processes and procedures.
• Ensuring complete information capture, investigation notes, and paperwork are documented.
• Investigating complaints comprehensively and objectively.
• Liaising with internal staff, customers, interpreters and the compliance team.
• Communicating outcomes to the customer.
• Collating customer feedback and applying an analytical approach.
• Preparing clear responses to customers via letter and email.
• Maintaining a high level of customer service by taking control of complaints.

Skills

Customer service

Complaint handling

Attention to detail

Teamwork

Communication

Training willingness

Job description

Key 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

Qualification and Experience:

• 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

Work mode:

Work from Office.

Shift Time:

10am-7pm.

Location:

DHA Sector F Rwp.

Salary:

Market Competitive.