Complaints Officer

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

Job summary

A customer service company in Rawalpindi Cantonment is seeking a customer service representative to manage and investigate customer complaints effectively. The role requires a minimum of 1 year’s experience and a strong attention to detail. Candidates should be highly organized and able to work as part of a team. This position offers market-competitive salary and requires working from the office during the hours of 10am-7pm.

Qualifications

• Minimum of 1 year's experience in a customer service and/or quality/complaints function.
• Meticulous eye for detail and ability to prioritise effectively.
• Highly organized with a rigorous problem-solving technique.
• Ability to work as part of a team, promote team working and share ideas.

Responsibilities

• Ensure complaints are acknowledged and customers are informed throughout the complaint process.
• Liaise with the Complaints Manager to update and manage complaints processes.
• Investigate complaints comprehensively and objectively in accordance with company policies.

Skills

customer service experience

problem-solving

attention to detail

teamwork

organisational skills

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

Qualifications 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.