Customer Experience Manager

1 day ago

Islamabad, Islamabad, Pakistan beBeeCustomer Full time 900,000 - 1,200,000
Customer Service and Complaints Specialist

We are seeking a dedicated Customer Service and Complaints Specialist to join our customer service team.

About the Role

This role is crucial in ensuring that all customer interactions related to site services are managed effectively and efficiently. The ideal candidate will have a strong focus on resolving complaints and enhancing the overall customer experience at our sites.

  • Complaint Handling & Resolution
    • Serve as the primary contact for handling customer complaints across all product categories
    • Investigate and resolve complaints received through walk-ins, calls, emails, ensuring timely closure with root cause analysis.
    • Coordinate with service teams and backend departments to resolve site-specific and product-specific issues efficiently.
  • Customer Communication & Follow-up
    • Maintain proactive communication with customers regarding their concerns, updates, and resolutions.
    • Provide consistent, empathetic, and professional service, turning complaints into positive brand experiences.
  • Reporting & Analysis
    • Maintain a comprehensive log of complaints, resolutions, and recurring issues.
    • Share weekly/monthly complaint trends and insights with management to support product/service improvement.
  • Process Improvement & Quality Feedback
    • Identify process gaps and recommend solutions to prevent complaint recurrence.
    • Work closely with quality control, design, production, and delivery teams to improve customer satisfaction.

Requirements:

  • Bachelor's degree in Business Administration, Communication, or a related field.
  • 3-5 years of experience in customer service, complaint management, or related roles, preferably within the manufacturing or service industry.
  • Strong problem-solving skills with a customer-focused 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.

Benefits:

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

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