Complaints Manager

Translation Empire; Saddar; On-site; PKR 670,000 - 1,004,000; Full time

Benefits offered by this job

Office-based work

Job summary

Translation Empire is seeking a dedicated complaint handling supervisor in Pakistan to lead a team and ensure service quality. You will supervise case reviews, drive process improvements, and enforce performance targets while maintaining accurate data and reporting for management reviews.

The role emphasizes coaching, cross-functional collaboration, and continuous improvement to deliver a seamless customer experience and meet contractual standards.

Qualifications

• 2 years’ experience in a similar role.
• Strong complaint handling expertise.
• Excellent analytical and Excel skills.
• Detail-oriented and collaborative.

Responsibilities

• Review ongoing cases with the team and advise on service improvements.
• Maintain data and generate trend reports.
• Meet SLAs and KPIs per contract.
• Perform root-cause analysis to reduce complaints.
• Coach and mentor the team to improve performance.

Skills

Complaint handling

Excel

Attention to detail

Collaboration

Data analysis

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

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.