Key Responsibilities:
· Ensuring complaints are acknowledged and ensuring customers are kept informed throughout the complaint process
· Handling all new incoming complaints
· Liaise with the Complaints Manager to update and manage complaints processes and procedures
· Ensuring complete information capture, investigation notes, and correct paperwork are documented and maintained
· Investigate complaints comprehensively and objectively in accordance with company policies and procedures, sector requirements and client contractual obligations
· Liaise with internal staff, customers, freelance interpreters and the compliance team to investigate all issues
· Communicating outcomes to the customer
· Ensure all customer feedback is collated and that intelligent analytical approach is adopted
· Prepare clear, informed responses to customers via letter and email
· Ensure and maintain a high level of customer service at all times by taking control of any customer complaints that arise
Qualification and Experience:
· Minimum of 1 years’ experience in a customer service and/or quality/complaints function
· Meticulous eye for detail and ability to prioritise effectively
· Highly organised with a rigorous problem-solving technique
· Willingness and ability to undertake training needed to fulfil the changing requirements of the job
· Ability to work as part of a team, promote team working and share ideas
Complaints Officer • Rawalpindi, Punjab, PK