Customer Complaint Resolution Specialist

About the role

We are seeking a Customer Complaint Resolution Specialist to join our Customer Service team in Islamabad. The role focuses on handling customer complaints, resolving issues promptly, and maintaining a positive experience while safeguarding the company’s reputation.

Key responsibilities

• Follow up on customer complaints promptly and ensure timely resolution.
• Proactively engage with customers who may be at high risk of escalating complaints.
• De‑escalate customer concerns through effective communication and problem‑solving.
• Build positive relationships with customers while maintaining a professional and empathetic approach.
• Coordinate with internal stakeholders to ensure customer issues are resolved efficiently.
• Maintain accurate records of customer interactions and complaint resolutions.

Required profile

• Minimum 1 year of experience in customer complaint handling within financial lending, fintech, banking, or consumer finance.
• Strong communication, interpersonal, and conflict‑resolution skills.
• Ability to handle difficult conversations with patience, empathy, and professionalism.
• Comfortable making outbound calls and actively listening to customer concerns.
• Customer‑focused mindset with excellent problem‑solving abilities.

Required skills