Complaints Manager

Description:

This is a full-time hybrid role for a Complaints Manager for a fin-tech. The Complaints Manager will be responsible for managing complaint resolution processes, conducting investigations, utilizing analytical skills, communicating with stakeholders, and delivering excellent customer service. This role is based in Karachi with flexibility for some remote work.

Key Responsibilities:

• Oversee the handling of customer complaints, ensuring prompt and effective resolutions.
• Implement strategies to improve service quality and customer satisfaction.
• Collaborate with cross-functional teams to address service issues.
• Analyze data to identify trends and recommend process improvements.

Requirements:

• Minimum 3 years of experience in a service complaint or customer relations role.
• Proven leadership skills with a focus on team development.
• Strong communication and conflict resolution abilities.
• Bachelor’s degree in any relevant field.