Complaints Resolution Specialist

1 week ago


Rawalpindi Cantonment, Pakistan Translation Empire Full time
Job Summary:

We are seeking a skilled Complaints Officer to join our team at Translation Empire. The successful candidate will be responsible for ensuring that customer complaints are handled efficiently and effectively.

Main Responsibilities:
  • Acknowledge and Respond: Ensure all customer complaints are acknowledged and customers are kept informed throughout the complaint process.
  • Complaint Handling: Handle all new incoming complaints in a timely and professional manner.
  • Liaison and Collaboration: Liaise with the Complaints Manager to update and manage complaints processes and procedures.
  • Documentation and Record Keeping: Ensure complete information capture, investigation notes, and correct paperwork are documented and maintained.
  • Investigation and Analysis: Investigate complaints comprehensively and objectively in accordance with company policies and procedures, sector requirements, and client contractual obligations.
  • Communication and Resolution: Communicate outcomes to customers and ensure all customer feedback is collated and an intelligent analytical approach is adopted.
  • Response Preparation: Prepare clear, informed responses to customers via letter and email.
Requirements:
  • Experience: Minimum of 1 year's experience in a customer service and/or quality/complaints function.
  • Skillset: Meticulous eye for detail and ability to prioritise effectively, highly organised with a rigorous problem-solving technique.
  • Training and Development: Willingness and ability to undertake training needed to fulfil the changing requirements of the job.
  • Teamwork and Communication: Ability to work as part of a team, promote team working, and share ideas.


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