Customer Complaints Resolution Executive Officer

About the role

EFU Life Assurance Ltd is seeking a Customer Complaints Resolution Executive Officer to join its Service Excellence & Resolution Hub in Karachi. The role focuses on handling customer complaints promptly, ensuring high standards of service and regulatory compliance.

Key responsibilities

• Manage and resolve customer complaints efficiently while maintaining service excellence.
• Maintain accurate records and tracking systems for complaint status monitoring.
• Analyze complaint data to identify trends, service gaps and propose improvements.
• Prepare detailed reports with actionable insights for management and stakeholders.
• Collaborate with internal departments and external partners to coordinate resolutions.
• Ensure compliance with CRM guidelines and complaint handling protocols.
• Communicate updates and final resolutions to customers professionally.
• Utilize advanced Excel and data analysis tools for reporting and process optimisation.
• Participate in cross‑functional projects to enhance complaint management workflows.

Required profile

• Minimum two years of experience in complaint resolution or customer grievance handling.
• Proficiency with customer complaint management systems and CRM software.
• Strong analytical mindset with ability to interpret data and drive improvements.
• Excellent written and verbal communication skills.
• Commitment to regulatory compliance and service excellence.

Required skills

• Advanced Microsoft Excel
• CRM software
• Complaint management systems
• Data analysis tools