Consumer Care Specialist

Description:

We are looking for analytical and customer-focused professionals to handle customer complaints, investigate account-related issues, coordinate with internal stakeholders, and ensure timely case resolution.

Core Skills & Requirements

• Bachelor’s degree from an HEC-recognized institution.

• 1–3 years of relevant experience in Customer Support, Customer Care, Complaint Management, Contact Center Operations, or Service Delivery.

• Strong analytical, problem-solving, and root-cause analysis skills.

• Good command of MS Excel, reporting tools, and data analysis.

• Familiarity with CRM systems, ticketing applications, and customer support processes.

• Excellent verbal and written communication skills.

• Ability to coordinate with multiple stakeholders and independently manage follow-ups and case closures.

• Understanding of financial transactions and customer account-related issues will be an added advantage.

Key Responsibilities

• Investigate and resolve customer complaints and service-related issues.

• Identify root causes, recurring issues, and opportunities for process improvement.

• Analyze customer data and prepare reports using Excel and relevant tools.

• Coordinate with internal teams to ensure timely resolution and closure of cases.

• Maintain accurate complaint records and ensure consistent follow-ups.

• Support improvements in customer experience and service delivery.