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Translation Empire Logo Translation Empire · Customer Service

Complaints Officer

Pakistan, Rawalpindi · Job Posted January 15, 2026
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Job Responsibility

  • 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

Requirements

  • 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
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