Complaints & Service Quality Lead

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

Job description

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.