Complaints Manager – Islamabad (Full-Time) Full Time

Complaints Manager – Islamabad (Full-Time)

Salary: PKR 200,000 – PKR 300,000 per month
Location: Islamabad, Pakistan (On-site)

About the Company

Mobile Tyre Giant is a rapidly growing and customer-focused organization operating in the automotive services industry. With a strong commitment to service excellence, operational efficiency, and customer satisfaction, we aim to deliver seamless experiences across all customer touchpoints. As we continue to expand, we are looking for a highly motivated and experienced Complaints Manager to join our team and play a key role in strengthening our customer service framework.

Role Overview

The Complaints Manager will be responsible for overseeing the end-to-end complaints management process, ensuring that all customer concerns are handled professionally, efficiently, and in a timely manner. This role is critical in maintaining customer trust, identifying operational gaps, and driving continuous improvement across departments.

You will act as the central point of contact for complaint resolution, working closely with internal teams such as sales, payouts, and operations to investigate issues, identify root causes, and implement long-term solutions. The ideal candidate is analytical, calm under pressure, and passionate about delivering exceptional customer experiences.

Key Responsibilities

1. Complaint Handling & Resolution

• Manage and resolve customer complaints across multiple channels including phone, email, and CRM systems
• Ensure all complaints are acknowledged promptly and resolved within defined timelines
• Provide clear, professional, and empathetic communication to customers throughout the resolution process
• Maintain a high level of customer satisfaction by ensuring fair and effective outcomes

2. Investigation & Root Cause Analysis

• Conduct thorough investigations into complaints related to sales transactions, payouts, and service delivery
• Gather relevant data and collaborate with internal departments to understand issues in detail
• Perform root cause analysis to identify underlying problems and recurring trends
• Document findings and propose actionable solutions

3. Cross-Functional Collaboration

• Liaise with internal teams including Sales, Finance/Payouts, Operations, and Customer Support
• Coordinate efforts to resolve cases efficiently and prevent delays
• Ensure all departments adhere to complaint resolution protocols and service standards

4. Process Improvement

• Identify recurring issues and develop strategies to eliminate them
• Design and implement improved complaint handling procedures
• Recommend operational changes to enhance service quality and customer satisfaction
• Contribute to continuous improvement initiatives across the organization

5. Reporting & Documentation

• Maintain detailed and accurate records of all complaints, actions taken, and outcomes
• Prepare regular reports highlighting complaint volumes, resolution times, trends, and insights
• Track performance against KPIs and identify areas for improvement
• Present findings and recommendations to senior management

6. Compliance & Quality Assurance

• Ensure all complaint handling activities comply with company policies and service standards
• Monitor adherence to internal guidelines and regulatory requirements
• Maintain confidentiality and professionalism in handling sensitive customer data

7. Escalation Management

• Identify and escalate critical or unresolved issues to senior management
• Handle high-priority cases with urgency and attention to detail
• Provide recommendations for resolution in complex or sensitive situations

Candidate Requirements

To be successful in this role, candidates should meet the following criteria:

Education & Experience

• Bachelor’s degree in Business Administration, Management, or a related field (preferred)
• Proven experience in complaints handling, customer service, or quality assurance roles
• Experience in service-based industries; automotive sector experience is a plus

Technical Skills

• Familiarity with CRM systems and complaint tracking tools
• Strong understanding of reporting tools and data analysis techniques
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint)

Core Competencies

• Strong analytical and problem-solving abilities
• Excellent communication skills (both written and verbal)
• Ability to handle difficult conversations with professionalism and empathy
• High attention to detail and accuracy
• Strong organizational and time management skills
• Ability to work under pressure and meet deadlines

Key Skills

• Complaint Resolution
• Conflict Management
• Customer Relationship Management
• Data Analysis & Reporting
• Root Cause Analysis
• Process Improvement
• Communication & Interpersonal Skills
• Attention to Detail
• Critical Thinking

Key Performance Indicators (KPIs)

The performance of the Complaints Manager will be evaluated based on the following metrics:

• Complaint Resolution Time: Speed and efficiency in resolving customer complaints
• Customer Satisfaction Score (CSAT): Overall satisfaction of customers after resolution
• Number of Escalations: Reduction in issues escalated to senior management
• Repeat Complaints: Decrease in recurring complaints indicating effective solutions
• Quality of Investigation Reports: Accuracy, clarity, and usefulness of analysis reports
• Process Improvement Impact: Effectiveness of implemented changes in reducing issues

What We’re Looking For

We are seeking a candidate who is not just reactive but proactive—someone who can anticipate potential issues, design preventive strategies, and contribute to a culture of continuous improvement. You should be confident in dealing with challenging situations, capable of making sound decisions, and committed to delivering exceptional service standards.

A successful Complaints Manager will be a strong communicator, a critical thinker, and a collaborative team player who can bridge gaps between departments and ensure customer concerns are addressed holistically.

Compensation & Benefits

• Competitive monthly salary ranging from PKR 200,000 to PKR 300,000
• Performance-based incentives and bonuses
• Opportunities for career growth and advancement
• Paid leaves as per company policy
• Professional and supportive work environment
• Exposure to cross-functional teams and leadership

Why Join Mobile Tyre Giant?

• Be part of a growing and dynamic organization
• Play a key role in shaping customer experience and service excellence
• Work in a collaborative and fast-paced environment
• Opportunity to make a real impact through process improvements
• Career progression and skill development opportunities

Work Environment

This is a full-time, on-site position based in Islamabad. The role requires regular interaction with multiple departments and active involvement in operational processes. Candidates should be comfortable working in a structured office environment and handling high volumes of customer interactions.

How to Apply

If you are a detail-oriented professional with a passion for problem-solving and customer satisfaction, we encourage you to apply for this exciting opportunity. Please submit your updated CV along with a brief cover letter highlighting your relevant experience and achievements in complaints handling or customer service.

Final Note

At Mobile Tyre Giant, we believe that every complaint is an opportunity to improve. By joining our team as a Complaints Manager, you will play a crucial role in transforming customer challenges into meaningful improvements, ensuring we consistently deliver high-quality service and build long-lasting customer relationships.