Complaints Manager

Translation Empire PK; Rawalpindi Cantonment; On-site; PKR 1,400,000 - 2,000,000; Full time

Job summary

A leading customer service company in Rawalpindi is seeking a customer service manager to oversee complaint handling and team performance. The ideal candidate has at least 2 years of experience, excellent analytical skills, and a strong ability to collaborate across teams. Responsibilities include conducting root cause analysis, maintaining data, and achieving SLAs. The position is office-based with competitive market salary.

Qualifications

• 2 years' experience in a similar role.
• Strong understanding of complaint handling processes.
• Excellent analytical skills and attention to detail.

Responsibilities

• Review ongoing cases and advise on service improvement.
• Maintain data and generate reports on trends.
• Achieve SLAs and KPIs according to customer contracts.
• Conduct root cause analysis to minimize complaints.
• Drive team performance with coaching and mentoring.

Skills

Complaint handling

Data analysis

Team motivation

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
  
  

Requirements

Qualification 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.