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Complaint Resolution Specialist
Dubai Healthcare City Authority, Government of Dubai
Abu Dhabi, UAE
Full-time
Entry
Onsite
Discovered 4 weeks ago
Complaint resolutionCustomer serviceRoot-cause analysisConflict resolutionNegotiationCRM systems
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Complaint resolutionCustomer serviceRoot-cause analysis
Role Overview
Manage customer complaints, investigate service issues, and provide timely and effective resolutions.
Work with internal departments to resolve escalated concerns, improve customer satisfaction, and identify recurring issues.
Key Skills for This Role
Complaint resolutionCustomer serviceRoot-cause analysisConflict resolutionNegotiationCRM systems
Full Job Posting
Role Overview
Manage customer complaints, investigate service issues, and provide timely and effective resolutions.
Work with internal departments to resolve escalated concerns, improve customer satisfaction, and identify recurring issues.
Key Responsibilities
- Handle complaints through phone, email, chat, and other communication channels.
- Investigate complaints, identify root causes, and resolve issues within service standards.
- Manage escalated and complex complaints with professionalism, empathy, and sound judgment.
- Coordinate with Customer Service, Operations, Sales, Quality, and other departments.
- Maintain accurate complaint, investigation, resolution, and follow-up records.
- Communicate clearly with customers and conduct follow-ups through resolution.
- Monitor complaint trends and identify recurring issues or service gaps.
- Prepare reports, performance summaries, and customer feedback analysis for management.
- Recommend improvements to processes, policies, and customer service procedures.
- Ensure complaint handling follows company policies and customer service standards.
- Maintain confidentiality when handling sensitive customer information and complaint cases.
- Support continuous improvement focused on customer experience and service quality.
Requirements
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