Investigation And Resolution Executive

  • Lahore, Punjab, Pakistan
  • Customer Support

PakWheels is looking for an Investigation And Resolution Executive to serve as a single point of contact for managing customer complaints across various business domains (Car Transaction, Classified, Auto Parts, Customer Support, Transfer & Registration, and Lead Business — excluding Car Inspection), ensuring timely, transparent, and effective resolution.

Key Responsibilities:

  • Complaint Handling & Coordination:
    • Receive, log, and categorize all customer complaints in the centralized system.
    • Coordinate with relevant departments to investigate and resolve complaints.
    • Track progress and follow up on unresolved complaints.
       
  • Customer Communication:
    • Acknowledge complaints promptly to assure customers their concerns are being addressed.
    • Communicate resolutions transparently and within defined turnaround times (TATs).
    • Ensure professional and empathetic interaction across all channels (email, calls, WhatsApp, etc.).
       
  • Reporting & Analysis:
     
    • Maintain a complaint tracker and generate weekly/monthly reports.
    • Identify recurring issues and recommend process improvements.
    • Share insights with relevant stakeholders for root cause analysis.
       
  • Quality Assurance & Compliance:
    • Ensure complaints are handled in accordance with company policy and SLA timelines.
    • Maintain documentation and audit trails of all complaint interactions and resolutions.
       
  • Training & Support:
    • Stay updated with process changes across domains to respond accurately.
    • Assist in training the backup resource by Q2/Q3 for business continuity.

Key Skills & Competencies:

  • Excellent communication and interpersonal skills
  • Strong organizational and follow-up abilities
  • Problem-solving and conflict resolution
  • Attention to detail and customer-centric mindset
  • Proficiency in CRM tools and Microsoft Office

Qualifications & Experience:

  • Bachelor’s degree in Business Administration or related field
  • 2+ years in customer service, quality assurance, or operations
  • Experience in cross-functional coordination preferred

At PakWheels, we take pride in fostering a dynamic and innovative workplace culture that values collaboration and growth. Since 2003, PakWheels.com has transformed the automobile industry in Pakistan, helping millions of Pakistanis buy, sell, and maintain their vehicles. By joining PakWheels, you'll be part of a mission to revolutionize the automobile landscape using AI as the accelerant.

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