Complaints Administrator

Translation Empire; Pakistan; On-site; PKR 1,400,000 - 2,000,000; Full time

Job summary

A customer service management organization in Pakistan is seeking a dedicated Complaints Handler. You will manage customer complaints, ensuring thorough documentation and effective communication. Required qualifications include a minimum of one year’s experience in customer service and a meticulous eye for detail. The role promotes teamwork and problem-solving skills. The work mode is from the office, with shifts from 10am to 7pm.

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.

Responsibilities

• Ensure customer complaints are acknowledged and handled.
• Communicate effectively with customers throughout the process.
• Liaise with the Complaints Manager to update processes.

Skills

Customer service experience

Problem-solving

Attention to detail

Teamwork

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 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

Job Details

Work mode: Work from Office.
Shift Time: 10am-7pm.
Location: DHA Sector F Rwp.
Salary: Market Competitive.