Complaints Resolution Manager

2 days ago


Rawalpindi Cantonment, Pakistan Translation Empire PK Full time
Job Description

This role focuses on ensuring the highest standards of customer satisfaction by overseeing and managing complaints. The ideal candidate will have a strong understanding of complaint handling, excellent analysis and Excel skills, and the ability to work collaboratively with different teams.

Responsibilities:
  1. Complaint Review and Oversight: Collaborate with the team to review ongoing cases, identifying areas for improvement and streamlining current processes to enhance service quality.
  2. Data Analysis and Reporting: Maintain accurate data and generate reports on trends, SLAs, and KPIs to ensure alignment with customer contracts.
  3. Root Cause Analysis: Conduct thorough root cause analyses to identify key areas for improvement and reduce complaints.
  4. Regular Performance Reports: Provide regular reports on complaints performance and implemented service improvements to address gaps in quality processes and procedures.
  5. Team Management: Oversee and manage tasks, set clear expectations, and drive team performance through continuous coaching, training, and mentoring.
Requirements:
  • Qualification and Experience: 2 years' experience in a similar role, excellent understanding of complaint handling, and experience embedding internal strategies to minimize complaint handling time.
  • Skills and Abilities: Excellent analysis and Excel skills, self-motivated, and strong ability to work collaboratively with different teams.


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