Senior Complaints Management Executive

3 days ago


Karachi, Sindh, Pakistan beBee Careers Full time
Senior Complaints Resolutions Officer

The successful candidate will be a seasoned CA/ACMA or ACCA/MBA professional with a minimum of 4-6 years of experience. They will possess excellent knowledge of rules and regulations and be able to handle complex complaints efficiently.

Main Responsibilities
  • Review responses to consumer complaints from OGRA, ensuring they meet the required standards.
  • Evaluate Passing Unregistered Gas (PUG) complaints and take necessary steps to resolve them in accordance with the established rules and regulations.
  • Investigate gas theft claims, gather relevant documents, and verify compliance with OGRA's approved procedures.
  • Supervise the collection of evidence required to justify billings and prepare responses for OGRA.
  • Support in preparing responses to OGRA-related queries and complaints under complaints resolution regulations procedures.
  • Guarantee departments provide relevant feedback and case files are stored for future reference.
  • Implement improvements to the structure for complaints resolution and complaint management.
  • Monitor regulatory and statutory obligations, including accurate and timely processing within the framework of the regulations for review by senior management.
  • Ensure timely periodic status updates to complainants, respondents, and higher management/board as appropriate in ongoing case resolution processes.


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