Complaints Manager

Translation Empire Ltd; Rawalpindi Cantonment; On-site; PKR 400,000 - 600,000; Full time

Job summary

A leading translation service provider seeks a Complaint Management Specialist to enhance customer service by reviewing and improving complaint handling processes. The role requires 2 years of experience in a similar position, a strong understanding of complaint management, and excellent analytical skills. Candidates should be self-motivated, collaborative, and detail-oriented. The position is office-based in Rawalpindi and follows a shift from 10am to 7pm, offering a competitive market salary.

Qualifications

• 2 years’ experience working within a similar role.
• Excellent understanding of complaint handling.
• Experience embedding internal strategies to minimize complaint handling time.
• Excellent analysis and excel skills.
• Self-motivated and a strong ability to work collaboratively with different teams across the business.
• Excellent levels of attention to detail to ensure your work is accurate and of high quality.

Responsibilities

• Review ongoing cases with your team and advise on service improvements.
• Maintain data and generate reports on trends.
• Work to and achieve SLAs and KPIs per customer contract.
• Conduct root cause and trend analysis to reduce complaints.
• Provide regular reports on complaints performance.
• Develop and execute complaint processes for a seamless customer experience.
• Manage team tasks with clear expectations.
• Drive team performance through coaching, training, and mentoring.
• Ensure customer-centric service in all interactions.
• Identify areas for learning and development.

Skills

Complaint handling

Analysis

Excel

Team collaboration

Attention to detail

Tools

Excel

Job description

Key Responsibilities

• Reviewing and overlooking ongoing cases with your team, advising on ways to improve the service and streamline current processes
• Maintaining data and generating reports on trends
• Working to and achieving SLAs and KPIs in line with the specific customer contract
• Root cause and trend analysis to reduce complaints by identifying key areas for improvement
• Provide regular reports on complaints performance and service improvements implemented to address gaps in quality processes and procedures
• Develop and execute complaint processes which create a seamless, more efficient and streamlined customer experience
• Overlook and manage your teams tasks with clear expectations on a daily, weekly and monthly basis
• Drive team performance and motivate your team via continuous coaching, training and mentoring
• Work with teams across the business to ensure that the customers and the service user are at the heart of everything that we do and all correspondence with customers meet our standards
• Identify any areas for learning and development for internal employees

Qualifications and Experience

• 2 years’ experience working within a similar role
• Excellent understanding of complaint handling
• Experience embedding internal strategies to minimize complaint handling time
• Excellent analysis and excel skills
• Self-motivated and a strong ability to work collaboratively with different teams across the business
• Excellent levels of attention to detail to ensure you work is accurate and of high quality

Work mode: Work from Office.

Shift Time: 10am-7pm.

Location: DHA Sector F Rwp.

Salary: Market Competitive.