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Complaint Resolution Specialist
Q Water Engineering FZC
Abu Dhabi, UAE
Full-time
Entry
Onsite
Discovered 2 weeks ago
Complaint resolutionCustomer serviceRoot-cause investigationConflict resolutionNegotiationCustomer relationship management
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Complaint resolutionCustomer serviceRoot-cause investigation
Role Overview
This is a full-time, mid-level Complaint Resolution Specialist position.
The role manages customer complaints, investigates service issues, and provides timely and effective resolutions.
The role supports customer satisfaction, recurring-issue identification, and continuous service improvement.
Key Skills for This Role
Complaint resolutionCustomer serviceRoot-cause investigationConflict resolutionNegotiationCustomer relationship management
Full Job Posting
Role Overview
This is a full-time, mid-level Complaint Resolution Specialist position.
The role manages customer complaints, investigates service issues, and provides timely and effective resolutions.
The role supports customer satisfaction, recurring-issue identification, and continuous service improvement.
Key Responsibilities
- Handle complaints through phone, email, chat, and other communication channels.
- Investigate complaints, identify root causes, and provide appropriate solutions.
- 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 with customers throughout the resolution process and conduct follow-ups.
- Monitor complaint trends, recurring issues, and service gaps.
- Prepare reports, performance summaries, and customer feedback analysis for management.
- Recommend improvements to processes, policies, and customer service procedures.
- Ensure complaint handling complies with company policies and service standards.
- Maintain confidentiality when handling sensitive customer information and complaint cases.
- Support continuous improvement initiatives focused on customer experience and service quality.
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