Customer Complaints & Resolution Specialist

Translation Empire PK; Islamabad; On-site; PKR 446,000 - 781,000; Full time

Job summary

Translation Empire PK in Islamabad is seeking an attentive Customer Service & Complaints Officer to manage inquiries and ensure high service levels.

You'll handle incoming complaints, coordinate with the Complaints Manager, document investigations, liaise with staff and clients, and communicate outcomes while maintaining meticulous records and a proactive approach to quality assurance. Office-based work from DHA Sector F Rwp, 10am-7pm.

Qualifications

• Minimum of 1 year in customer service and/or quality/complaints function.
• Meticulous attention to detail with good prioritisation.
• Highly organised with a rigorous problem-solving technique.
• Willingness to undertake training for changing requirements.
• Team player capable of sharing ideas.

Responsibilities

• Acknowledging complaints and keeping customers informed throughout the process.
• Handling all new incoming complaints.
• Liaising with the Complaints Manager to update processes.
• Documenting investigation notes and paperwork accurately.
• Investigating complaints comprehensively in line with policies.
• Coordinating with staff, interpreters, and compliance to examine issues.
• Communicating outcomes to customers.
• Collating feedback and applying analytical approaches.
• Preparing clear responses to customers via letter and email.
• Maintaining a high level of customer service and managing complaints.

Skills

Customer service

Quality control

Complaint handling

Attention to detail

Teamwork

Job description

Translation Empire PK in Islamabad is seeking an attentive Customer Service & Complaints Officer to manage inquiries and ensure high service levels.

You'll handle incoming complaints, coordinate with the Complaints Manager, document investigations, liaise with staff and clients, and communicate outcomes while maintaining meticulous records and a proactive approach to quality assurance. Office-based work from DHA Sector F Rwp, 10am-7pm.