Complaints & Customer Experience Specialist

Translation Empire PK; Saddar; On-site; PKR 335,000 - 670,000; Full time

Job summary

Translation Empire PK in DHA Sector F Rawalpindi seeks a Customer Complaints Coordinator to manage the end-to-end complaints process, ensuring timely acknowledgment and clear communication with customers. You will coordinate with the Complaints Manager, maintain records, and drive improvements in procedures to meet client requirements.

The role requires at least 1 year in customer service or quality/complaints, strong organizational and problem-solving skills, and the ability to work effectively

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

Job description

Translation Empire PK in DHA Sector F Rawalpindi seeks a Customer Complaints Coordinator to manage the end-to-end complaints process, ensuring timely acknowledgment and clear communication with customers. You will coordinate with the Complaints Manager, maintain records, and drive improvements in procedures to meet client requirements.

The role requires at least 1 year in customer service or quality/complaints, strong organizational and problem-solving skills, and the ability to work effectively