Asst. Specialist Customer Complaints - مساعد أخصائي شكاوى العملاء

JOB CONTENT
To support the handling of customer complaints and feedback submitted through the official platform by reviewing entries, following up with concerned units, updating customers on resolutions, and assisting in maintaining service quality records.

2. Duties and Responsibilities
Operational:
1. Monitor the Complaints and Feedback Platform and receive entries submitted by customers.

2. Check submitted complaints and feedback for completeness and clarity.

3. Contact customers, when required, to confirm receipt and clarify any missing details.

4. Forward cases to relevant departments or branches for investigation and resolution.

5. Follow up on pending items to ensure resolution within the set timeframe.

6. Notify customers of the outcomes and confirm closure of complaints.

7. Update and maintain accurate records of complaints, responses, and actions taken.

8. Assist in tracking complaints from the Call Center system and follow up for resolution.

9. Note common issues or frequently raised points and inform the supervisor.

10. Assist in preparing basic reports on complaint volumes and trends.

11. Suggest simple process changes to improve how the platform works, based on recurring issues.

12. Coordinate with other units if small technical adjustments to the platform are needed.

13. Conduct or assist with short customer surveys when requested.

14. Ensure survey results are recorded and submitted on time.

15. Carry out other support tasks assigned by the supervisor related to customer feedback or records.

KEY INTERACTIONS
1. Internal
– All internal departments

– As part of day-to-day activities

2. External

– DB Customers, Technical Support Vendors

– As part of day-to-day activities
3. Level of external interaction

– This position requires a medium level of external interactions

MINIMUM EDUCATION, QUALIFICATIONS & SKILLS

Education:

– Bachelor’s degree in Business Administration, Customer Service, or related field

Experience:

– 2 to 4 years of experience in customer service or complaints handling

Special Skills & Knowledge:

– Basic understanding of complaint and feedback processes

– Familiarity with online forms, CRM, or case-tracking tools

– Clear communication and basic data entry skills

– Attention to detail and follow-up capability

– Willingness to support quality improvement

ADDITIONAL QUALIFICATION /CERTIFICATION REQUIRED

– NA

HEALTH, SAFETY AND ENVIRONMENT

– This position follows all the HSE procedures as set by the company