Senior Executive Complaints Specialist

1 week ago

Islamabad, Islamabad, Pakistan beBeeCustomerService Full time 550,000 - 850,000

Our organization is seeking an exceptional professional to spearhead our customer service initiative, ensuring effective management of interactions and complaints related to site services. The ideal candidate will focus on resolving issues and enhancing the overall customer experience at our locations.

Key Responsibilities
  • Complaint Resolution and Escalation
    • Act as the primary point of contact for handling customer complaints across all product categories, investigating and resolving issues in a timely manner with root cause analysis.
    • Collaborate with departmental stakeholders to resolve site-specific and product-specific issues efficiently.
  • Customer Communication and Engagement
    • Maintain proactive communication with customers regarding their concerns, updates, and resolutions, providing consistent, empathetic, and professional service.
    • Transform complaints into positive brand experiences by delivering exceptional customer service.
  • Trend Analysis and Reporting
    • Persistently maintain a comprehensive log of complaints, resolutions, and recurring issues, identifying trends and insights to inform product/service enhancements.
    • Share regular complaint trends with senior leadership to inform strategic decisions.
  • Process Optimization and Quality Feedback
    • Identify process gaps and recommend solutions to prevent complaint recurrence, improving customer satisfaction through quality control and process enhancements.
    • Cooperate closely with cross-functional teams to ensure seamless execution of customer-centric initiatives.

Bachelor's degree in Business Administration, Communication, or a related field is required.

A minimum of 3-5 years of experience in customer-facing roles, preferably within the manufacturing or service industry.

The ideal candidate will possess:

  • Strong analytical skills with a customer-centric mindset.
  • Excellent verbal and written communication skills.
  • A proactive and empathetic approach to addressing customer complaints.
  • Ability to work independently and collaboratively within a team.
  • Proficiency in customer relationship management (CRM) software.

We offer a competitive benefits package including:

  • Medical Insurance
  • Provident Fund
  • Paid Leaves
  • Easy loan and advance salary facility

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