Complaints Administrator

2 days ago


Islamabad, Islamabad, Pakistan Translation Empire Full time

Key Responsibilities:

  1. Ensuring complaints are acknowledged and customers are kept informed throughout the complaint process.
  2. Handling all new incoming complaints.
  3. Liaising with the Complaints Manager to update and manage complaints processes and procedures.
  4. Ensuring complete information capture, investigation notes, and correct paperwork are documented and maintained.
  5. Investigating complaints comprehensively and objectively in accordance with company policies and procedures, sector requirements, and client contractual obligations.
  6. Liaising with internal staff, customers, freelance interpreters, and the compliance team to investigate all issues.
  7. Communicating outcomes to the customer.
  8. Ensuring all customer feedback is collated and that an intelligent analytical approach is adopted.
  9. Preparing clear, informed responses to customers via letter and email.
  10. Maintaining a high level of customer service at all times by taking control of any customer complaints that arise.

Qualification and Experience:

  1. Minimum of 1 year's experience in a customer service and/or quality/complaints function.
  2. Meticulous eye for detail and ability to prioritise effectively.
  3. Highly organised with a rigorous problem-solving technique.
  4. Willingness and ability to undertake training needed to fulfil the changing requirements of the job.
  5. Ability to work as part of a team, promote teamwork, and share ideas.

Work Mode:
Work from Office.

Shift Time:
10am-7pm.

Location:
DHA Sector F Rwp.

Salary:
Market Competitive.

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