Customer Experience & Complaints Specialist

Interwood Mobel (Pvt) Ltd.; Saddar; On-site; PKR 391,000 - 725,000; Full time

Job summary

Interwood Mobel (Pvt) Ltd. is seeking a customer-focused professional for our Customer Services team. The role requires strong communication, proactive problem-solving, and a passion for delivering exceptional customer experience.

You will acknowledge and document complaints, provide timely updates, and coordinate with internal departments to resolve issues efficiently while maintaining thorough service records.

Qualifications

• Bachelor's degree in Business Administration, Marketing, or related field.
• 1-2 years of experience in customer service or sales support, preferably in retail or manufacturing.
• Strong communication and interpersonal skills.
• Proficiency in MS Office and CRM software.
• Ability to multitask, prioritize, and work effectively within a team.
• Customer-centric attitude with problem-solving skills.

Responsibilities

• Acknowledge, document, and manage customer complaints, ensuring timely updates and resolution within specified timelines.
• Act as an effective communicator, keeping customers informed throughout the complaint process and providing regular status updates.
• Conduct daily follow-ups on open complaints with relevant departments, including the complaints team or other stakeholders.
• Escalate unresolved issues or complex complaints to the complaint in-charge for further action.
• Share consolidated daily update reports with the complaint in-charge and review service call reports to address challenges with relevant teams.
• Generate and maintain all required service call records and other system documentation to support complaint resolution.
• Ensure timely updates and closure of service calls, while handling any additional tasks or jobs assigned by management.
• Coordinate with internal departments to address complaints effectively and improve customer satisfaction.

Skills

Communication

Problem solving

Customer service

Education

Bachelor's degree in Business Administration or Marketing

Tools

MS Office

CRM software

Job description

Interwood Mobel (Pvt) Ltd. is seeking a customer-focused professional for our Customer Services team. The role requires strong communication, proactive problem-solving, and a passion for delivering exceptional customer experience.

You will acknowledge and document complaints, provide timely updates, and coordinate with internal departments to resolve issues efficiently while maintaining thorough service records.