Complaints Officer

Translation Empire Ltd; Rawalpindi Cantonment; On-site; PKR 446,000 - 725,000; Full time

Job summary

A leading translation and interpretation service provider is seeking a Customer Experience Executive to manage customer complaints and ensure high levels of service. The role requires a minimum of 1 year of experience in customer service, along with strong problem-solving and organizational skills. The position is based in DHA Sector F, Rawalpindi, and involves working from the office during the shift from 10 am to 7 pm. The salary is market competitive.

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 organized with a rigorous problem-solving technique.
• Willingness and ability to undertake training needed to fulfil changing requirements of the job
• Ability to work as part of a team and share ideas

Responsibilities

• Ensure complaints are acknowledged and customers are kept informed.
• Handle all new incoming complaints.
• Communicate outcomes to the customer.
• Ensure complete information capture, investigation notes, and paperwork
• Investigate complaints comprehensively in line with policies and client obligations
• Coordinate with internal staff, customers, interpreters, and compliance team
• Communicate outcomes to customers
• Collate customer feedback and apply analytical approach
• Prepare clear responses to customers via letter and email
• Maintain high customer service by taking control of complaints as they arise

Skills

Customer service

Problem-solving

Attention to detail

Teamwork

Training willingness

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

Qualification 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 Details

• Work mode: Work from Office.
• Shift Time: 10am-7pm.
• Location: DHA Sector F Rwp.
• Salary: Market Competitive.