Complaints Manager – Mobile Tyre Giant Full Time

Complaints Manager – Mobile Tyre Giant

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

About the Role

Mobile Tyre Giant is seeking a highly proactive, detail-oriented, and customer-focused Complaints Manager to join our growing team in Islamabad. This is a critical leadership role designed for an individual who thrives in fast-paced environments and is passionate about delivering exceptional customer experiences.

As a Complaints Manager, you will serve as the backbone of our customer satisfaction strategy by managing, investigating, and resolving customer complaints across various operational areas. You will play a vital role in ensuring that all customer concerns are handled professionally, efficiently, and in alignment with company standards.

This role goes beyond simply resolving issues—it requires identifying root causes, analyzing patterns, improving processes, and collaborating with cross-functional teams to prevent future problems. You will be expected to transform complaints into opportunities for improvement and contribute directly to enhancing overall service quality.

Key Responsibilities

1. Complaint Handling & Resolution

You will take ownership of customer complaints from initial intake through to final resolution. This includes responding to complaints in a timely, empathetic, and professional manner while ensuring that each case is handled with care and attention to detail.

You will be responsible for:

• Acknowledging and addressing customer concerns promptly
• Ensuring resolutions meet both customer expectations and company policies
• Maintaining a calm and professional tone, even in high-pressure situations
• Delivering clear and concise communication throughout the complaint lifecycle

2. Investigation & Analysis

A major part of your role will involve conducting thorough investigations into complaints related to:

• Sales transactions
• Payment and payout discrepancies
• Service delivery issues
• Operational inefficiencies

You will gather relevant data, review internal processes, and collaborate with different departments to uncover the root cause of each issue. Your goal will be to ensure that every complaint is not only resolved but fully understood.

3. Cross-Functional Collaboration

You will work closely with multiple departments, including:

• Sales teams
• Finance and payouts
• Operations and logistics
• Customer support teams

Your ability to communicate effectively and collaborate with internal stakeholders will be essential in resolving issues quickly and accurately. You will act as a bridge between customers and internal teams, ensuring transparency and accountability.

4. Documentation & Record Management

Maintaining accurate and detailed records is a key requirement of this role. You will:

• Log all complaints in CRM systems
• Document actions taken, findings, and outcomes
• Ensure records are complete, organized, and easily accessible
• Maintain audit-ready documentation for internal reviews

Strong attention to detail is critical to ensure consistency and compliance across all complaint cases.

5. Root Cause Analysis & Continuous Improvement

Beyond resolving individual complaints, you will be expected to identify trends and recurring issues. You will:

• Conduct root cause analysis for repeated complaints
• Identify systemic issues affecting service quality
• Propose actionable solutions to prevent recurrence
• Collaborate with management to implement process improvements

This aspect of the role is essential for driving long-term operational excellence and improving customer satisfaction.

6. Process Development & Optimization

You will play a key role in refining and improving complaint handling processes. This includes:

• Designing workflows for efficient complaint resolution
• Establishing best practices and standard operating procedures (SOPs)
• Implementing tools and systems to streamline complaint tracking
• Enhancing response times and service quality

Your input will directly contribute to building a more efficient and customer-centric organization.

7. Reporting & Performance Monitoring

You will be responsible for preparing detailed reports that provide insights into complaint trends and performance metrics. These reports will help senior management make informed decisions.

Your reporting responsibilities include:

• Tracking complaint volumes and categories
• Measuring resolution times
• Monitoring customer satisfaction scores (CSAT)
• Identifying recurring issues and escalation patterns
• Presenting findings and recommendations to leadership

8. Customer Communication & Satisfaction

Ensuring customer satisfaction is at the heart of this role. You will:

• Communicate resolutions clearly and effectively
• Follow up with customers to confirm satisfaction
• Turn negative experiences into positive outcomes
• Build trust and strengthen customer relationships

Your ability to handle difficult conversations with empathy and professionalism will be key to success.

9. Escalation Management

For complex or high-risk issues, you will:

• Escalate cases to senior management when necessary
• Provide detailed summaries and recommendations
• Ensure escalated issues are handled with urgency
• Maintain transparency throughout the escalation process

Requirements

To succeed in this role, candidates must meet the following criteria:

• Proven experience in complaints handling, customer service, or quality assurance
• Strong analytical and problem-solving skills
• Excellent verbal and written communication abilities
• Ability to manage high-pressure situations calmly and professionally
• Strong organizational and time management skills
• Experience working in service-based industries (automotive experience is a plus)
• Familiarity with CRM systems and reporting tools
• Ability to work independently and as part of a team
• A customer-first mindset with a focus on delivering results

Key Skills

We are looking for candidates who demonstrate excellence in the following areas:

• Complaint Resolution
• Conflict Management
• Communication Skills
• Attention to Detail
• Analytical Thinking
• Process Improvement
• Data Analysis & Reporting
• Problem-Solving
• Stakeholder Management
• Emotional Intelligence

KPIs & Performance Metrics

Your performance in this role will be evaluated based on measurable outcomes, including:

• Complaint Resolution Time: Efficiency in resolving customer issues
• Customer Satisfaction Score (CSAT): Quality of customer experience
• Number of Escalations: Ability to resolve issues independently
• Reduction in Repeat Complaints: Effectiveness of root cause solutions
• Quality of Investigation Reports: Accuracy and thoroughness of analysis
• Process Improvement Contributions: Impact on operational efficiency

Compensation & Benefits

We offer a competitive and rewarding compensation package designed to attract top talent:

• Monthly Salary: PKR 200,000 – 300,000
• Performance-based incentives
• Paid leaves as per company policy
• Career growth and advancement opportunities
• Supportive and collaborative work environment
• Opportunity to work in a rapidly growing company

Why Join Mobile Tyre Giant?

At Mobile Tyre Giant, we are committed to delivering exceptional service and building long-term customer relationships. As a Complaints Manager, you will have the opportunity to:

• Make a direct impact on customer satisfaction and business performance
• Work in a dynamic and fast-paced environment
• Collaborate with experienced professionals across departments
• Contribute to continuous improvement and innovation
• Grow your career in a leadership-focused role

We believe in empowering our employees, valuing their contributions, and providing them with the tools they need to succeed.

Work Environment

This is a full-time, onsite position based in Islamabad. You will be working closely with internal teams and management, ensuring seamless communication and efficient resolution of customer concerns.

How to Apply

If you are a motivated professional with a passion for customer service, problem-solving, and process improvement, we encourage you to apply for this exciting opportunity.

Join Mobile Tyre Giant and become a key player in enhancing customer experience and operational excellence.