Title

Complaint Management Officer- Customer Services

Apply before

Dec 30, 2024

City

Karachi

Responsibilities

Complaint Resolution: Handle customer complaints and concerns, ensuring all issues are resolved effectively and in a timely manner.

Customer Interaction: Communicate with customers via phone, email, or chat to address complaints, answer inquiries, and provide solutions.

Investigation: Investigate and analyze complaints to identify causes and ensure proper resolution or escalation where necessary.

Escalation: When needed, escalate unresolved issues to senior management or appropriate departments, while following up with customers until the matter is fully addressed.

Documentation: Maintain accurate records of complaints, actions taken, and resolutions in the CRM system for tracking and reporting purposes.

Follow-Up: Ensure that customers are satisfied with the resolution by conducting follow-up communications, ensuring the complaint is fully resolved.

Trend Analysis: Identify recurring issues and contribute to discussions on improving processes, products, or services to reduce future complaints.

Customer Satisfaction: Provide excellent customer service, maintaining a positive, empathetic, and professional attitude at all times.

Requirements

Qualifications:

• At-least bachelor's degree
• 1-2 years of experience in customer service, complaint handling, or support roles.
• Strong verbal and written communication skills.
• Excellent problem-solving abilities, with a customer-focused mindset.
• Ability to remain calm and composed in challenging situations.
• Proficiency in using CRM software, Microsoft Office, and other customer service tools.

• Strong interpersonal skills and emotional intelligence.
• Attention to detail and strong organizational skills.
• Ability to handle multiple tasks in a fast-paced environment.
• Proactive, solution-oriented approach to problem-solving.

Benefits

• Provident Fund