Complaint Resolution Specialist

We are seeking a dedicated professional with over one year of experience in customer service, consumer care, complaint management, or call center operations. The ideal candidate will possess strong communication skills in both spoken and written English and Urdu. This role requires handling critical complaints and escalations with calmness and professionalism, demonstrating sound judgment, problem-solving abilities, and effective decision-making. Attention to detail, excellent documentation skills, and a compliance-focused mindset are essential. The candidate should be comfortable coordinating with senior and cross-functional stakeholders and proficient in MS Excel, PowerPoint, and basic reporting or analytics. The ability to manage multiple priorities in a fast-paced environment is crucial for success in this position.

Key Responsibilities
- Manage and resolve consumer complaints, escalations, and sensitive cases efficiently.
- Coordinate with relevant teams and senior stakeholders to ensure timely and effective resolution.
- Assess consumer issues thoroughly and recommend appropriate solutions.
- Maintain accurate documentation and ensure compliance with established processes and policies.
- Monitor complaint trends and support reporting and analysis for management insights.
- Deliver a professional and consistent consumer experience throughout all interactions.
- Take full ownership of cases from the initial complaint through to the final resolution.

Required Qualifications
- Minimum of 1 year of experience in customer service, consumer care, complaint management, or call center operations.
- Strong spoken and written communication skills in English and Urdu.
- Proven track record of handling critical complaints and escalations professionally.
- Excellent judgment, problem-solving, and decision-making capabilities.
- Strong documentation skills with attention to detail and a compliance-oriented approach.
- Ability to coordinate effectively with senior and cross-functional stakeholders.
- Proficiency in MS Excel, PowerPoint, and basic reporting/analytics.
- Capability to manage multiple priorities in a dynamic, fast-paced environment.
- Bachelor’s degree preferred.

Preferred Qualifications and Benefits
- Experience supervising or coordinating call center or BPO operations is advantageous.
- Exposure to the food industry and complaint management will be considered a plus.
- Ability to independently assess situations, recommend solutions, and take ownership of resolutions.
- Strong operational oversight and adherence to process standards.

What We Offer
- Competitive salary package starting at Rs. 43,000 basic plus Rs. 5,000 incentive.
- Opportunities for professional growth and career development.
- A collaborative and professional work environment.
- A role that provides significant exposure to stakeholders and operational processes.

This is a full-time, in-person position requiring a proactive individual ready to contribute to a dynamic team. Candidates with relevant experience in call center operations are preferred.