Complaints Manager – Islamabad (Full-Time, Office-Based) Full Time

Complaints Manager – Islamabad (Full-Time, Office-Based)

Salary: PKR 200,000 – PKR 300,000 per month
Location: Islamabad, Pakistan
Job Type: Full-Time (Onsite)

About the Role

Mobile Tyre Giant is seeking a highly skilled, proactive, and detail-oriented Complaints Manager to join our growing team in Islamabad. This is a critical role within the organization, focused on maintaining exceptional customer satisfaction by effectively managing and resolving complaints across various business functions.

The ideal candidate will act as a bridge between customers and internal departments, ensuring that every issue is thoroughly investigated, resolved efficiently, and used as a learning opportunity to improve processes. This role is not just about handling complaints—it is about driving continuous improvement, enhancing service quality, and strengthening customer trust.

As a Complaints Manager, you will play a key role in safeguarding the company’s reputation by ensuring that all customer concerns are handled professionally, transparently, and in a timely manner.

Key Responsibilities

1. Complaint Management & Resolution

• Handle customer complaints across multiple channels including phone, email, CRM systems, and internal escalation platforms
• Ensure all complaints are acknowledged promptly and resolved within defined service-level agreements (SLAs)
• Deliver clear, professional, and empathetic communication to customers at every stage of the complaint lifecycle
• Take ownership of complex or sensitive cases and ensure a satisfactory resolution

2. Investigation & Root Cause Analysis

• Conduct detailed investigations into complaints related to:
  • Sales transactions
  • Payment discrepancies and payouts
  • Service delivery issues
• Gather relevant data from internal systems and coordinate with teams to identify the root cause
• Analyze patterns and recurring issues to determine systemic problems

3. Cross-Functional Collaboration

• Liaise closely with internal departments including:
  • Sales teams
  • Operations
  • Finance/Payouts
  • Customer support
• Ensure effective communication and coordination to resolve complaints quickly
• Facilitate internal discussions to address process gaps and improve service delivery

4. Process Improvement & Preventive Measures

• Identify inefficiencies and gaps in existing processes that lead to customer complaints
• Develop and implement corrective actions to reduce recurring issues
• Recommend process improvements based on data insights and trends
• Collaborate with leadership to implement long-term solutions

5. Documentation & Reporting

• Maintain accurate and detailed records of:
  • Complaints received
  • Actions taken
  • Investigation findings
  • Final resolutions
• Generate regular reports covering:
  • Complaint volume
  • Resolution timelines
  • Customer satisfaction metrics
  • Root cause trends
• Present insights and recommendations to management

6. Customer Communication & Satisfaction

• Communicate outcomes clearly and professionally to customers
• Ensure customers feel heard, valued, and satisfied with the resolution
• Follow up when necessary to confirm issue closure and satisfaction

7. Escalation Handling

• Identify high-risk or unresolved cases and escalate them to senior management
• Provide comprehensive case summaries with supporting data for decision-making
• Ensure escalated issues are resolved with urgency and priority

8. Compliance & Quality Assurance

• Ensure all complaint handling aligns with company policies and service standards
• Maintain confidentiality and professionalism in handling sensitive customer data
• Contribute to quality assurance initiatives to improve overall service delivery

Requirements

To be successful in this role, candidates must demonstrate a strong background in customer service, complaints handling, or quality assurance.

Education & Experience

• Proven experience in:
  • Complaints management
  • Customer service roles
  • Quality assurance or process improvement
• Experience in service-based industries is required
• Experience in automotive or related sectors is an added advantage

Technical Skills

• Familiarity with CRM systems and complaint management tools
• Strong reporting and analytical capabilities
• Ability to interpret data and identify actionable insights

Core Competencies

• Excellent communication skills (written and verbal)
• Strong problem-solving and analytical thinking
• Ability to handle pressure and manage difficult situations calmly
• High attention to detail and accuracy
• Strong organizational and multitasking abilities

Key Skills

• Complaint Resolution
• Conflict Management
• Customer Handling & Relationship Management
• Attention to Detail
• Analytical Thinking
• Communication & Negotiation
• Process Improvement
• Data Analysis & Reporting
• Stakeholder Management

KPIs / Performance Metrics

Your performance in this role will be evaluated based on the following key metrics:

• Complaint Resolution Time: Ability to resolve issues within defined timelines
• Customer Satisfaction Score (CSAT): Feedback from customers post-resolution
• Number of Escalations: Minimizing cases that require escalation
• Reduction in Repeat Complaints: Implementing effective long-term solutions
• Quality of Investigation Reports: Accuracy, depth, and clarity of case analysis
• Process Improvement Impact: Measurable improvements in service quality

Compensation & Benefits

We offer a highly competitive salary package along with additional benefits designed to support your professional growth and well-being:

• Monthly salary ranging from PKR 200,000 to PKR 300,000
• Performance-based incentives and bonuses
• Opportunities for career advancement and leadership roles
• Paid leaves in accordance with company policy
• Exposure to a dynamic and growth-oriented work environment
• Opportunity to contribute to process transformation and innovation

Why Join Mobile Tyre Giant?

At Mobile Tyre Giant, we believe that customer experience is at the heart of our success. We are committed to building a culture of accountability, continuous improvement, and excellence in service delivery.

By joining our team, you will:

• Work in a fast-paced, professional environment
• Play a key role in shaping customer experience strategies
• Gain exposure to cross-functional business operations
• Have the opportunity to lead impactful improvements across the organization

Ideal Candidate Profile

We are looking for someone who:

• Takes ownership and accountability for outcomes
• Has a solution-oriented mindset
• Can turn customer complaints into opportunities for improvement
• Demonstrates professionalism and emotional intelligence
• Is driven by results and continuous improvement

Work Environment

• Location: Islamabad (Onsite role)
• Working Type: Full-time, office-based
• Collaborative and professional team culture
• Performance-driven environment with growth opportunities

How to Apply

If you are passionate about delivering exceptional customer experiences and have the skills to manage and resolve complex complaints effectively, we encourage you to apply.

Join us and become a key part of a company that values excellence, innovation, and customer satisfaction.