Complaints Administrator

Translation Empire Ltd; Rawalpindi Cantonment; On-site; PKR 350,000 - 550,000; Full time

Job summary

A leading translation services company is seeking a Customer Service Representative in Rawalpindi Cantonment. The role involves managing customer complaints, ensuring effective communication, and maintaining high service levels. Candidates should have at least 1 year of experience in customer service and possess strong problem-solving abilities. This is an office-based position with work hours from 10am to 7pm, offering a competitive salary.

Qualifications

• Minimum of 1 year experience in a customer service and/or quality/complaints function.
• Meticulous eye for detail and ability to prioritize effectively.
• Willingness and ability to undertake training needed.
• 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

• Handle new incoming complaints.
• Liaise with the Complaints Manager for processes.
• Investigate complaints comprehensively.
• 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

Problem-solving

Attention to detail

Team collaboration

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.