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Consumer Care / Complaint Resolution Specialist - BPO

HRPSP - Your Strategic HR Partner Unverified

Lahore , Pakistan

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Posted 6 days ago 8 views

We are seeking an experienced and customer-oriented Consumer Care / Complaint Resolution Specialist to join our team in Lahore on an on-site basis. The ideal candidate will have over five years of experience in customer service, complaint management, or call center operations. This role requires a mature professional who can effectively manage consumer complaints, sensitive cases, and escalations while collaborating closely with internal teams and senior stakeholders to ensure timely and satisfactory resolutions.

Key Responsibilities
- Handle and resolve consumer complaints, escalations, and sensitive cases with professionalism and efficiency.
- Coordinate with relevant departments and senior management to facilitate timely resolution of issues.
- Assess complaints thoroughly and recommend appropriate solutions based on sound judgment and problem-solving skills.
- Maintain accurate and detailed documentation to ensure compliance with company policies and regulatory requirements.
- Monitor complaint trends and prepare comprehensive reports for management review.
- Take full ownership of cases from the initial complaint through to final resolution, ensuring a seamless customer experience.

Required Qualifications
- Minimum of 5 years’ experience in Customer Service, Consumer Care, Complaint Management, or Call Center Operations.
- Strong communication skills in both English and Urdu, with the ability to handle sensitive conversations professionally.
- Proven experience managing critical complaints and escalations effectively.
- Excellent problem-solving abilities, sound judgment, and decision-making skills.
- High attention to detail with strong documentation skills and a compliance-oriented mindset.
- Ability to coordinate and collaborate with senior and cross-functional teams.
- Proficiency in MS Excel, PowerPoint, and reporting tools.
- Capability to manage multiple priorities in a fast-paced environment.

Preferred Qualifications and Benefits
- Experience in supervising or coordinating Call Center or BPO operations is highly desirable.
- Exposure to industries such as Telecom, Banking, Healthcare, FMCG, Regulatory, Quality, or other service sectors will be an advantage.
- Competitive salary starting from Rs175,000 per month.
- This is an in-person role based in Lahore, offering an opportunity to work within a dynamic and supportive team environment.

If you are a dedicated professional with a passion for delivering exceptional consumer care and possess the skills to manage complex complaint resolution processes, we encourage you to apply for this position.

Skills

business-process-outsourcing-bpo call-center maintenance-repair-and-operations-mro compliance Microsoft-Powerpoint reporting-and-disclosure adaptive-project-management-and-reporting environment-health-and-safety-hsse ecology-environment Telecom Health-care fast-moving-consumer-goods-fmcg process-compliance management-reporting

Job Details

Total Positions:
1 Post
Job Shift:
First Shift (Day)
Job Type:
First Shift (Day)
Job Location:
Lahore, Pakistan
Gender:
No Preference
Age:
18 - 65 Years
Career Level:
Mid-Level
Experience:
3 Years - 5 Years
Apply Before:
Oct 01, 2026
Posting Date:
Sep 25, 2026

HRPSP - Your Strategic HR Partner

· 11-50 employees - Lahore
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