Division: Customer Care

To efficiently manage, monitor, investigate, and resolve complaints received through the Pakistan Telecommunication Authority (PTA) Complaint Management System (CMS) within prescribed timelines. The role ensures timely and accurate regulatory responses, effective coordination with internal stakeholders, complete case documentation, and compliance with PTA requirements, internal processes, and defined Service Level Agreements (SLAs).

Key Responsibilities

• Monitor and process complaints received through the PTA Complaint Management System (CMS) on a daily basis.
• Drive initiatives to improve the overall PTA Complaint Redressal Score and regulatory compliance.
• Review new PTA complaints and verify customer information, complaint details, and supporting evidence before investigation.
• Register, update, investigate, and close complaints within prescribed regulatory timelines and SLAs.
• Investigate complaints related to voice, data, SMS, VAS, SIM registration, illegal SIM activation, MNP, DIRBS/IMEI, mobile registration, billing, and other telecom regulatory matters.
• Coordinate with technical teams, business units, and relevant internal departments for timely investigation and resolution.
• Prepare accurate, comprehensive, and case-specific responses in PTA CMS in line with regulatory requirements.
• Monitor pending, overdue, and escalated complaints and ensure timely follow-up until closure.
• Identify recurring customer issues, process gaps, and regulatory risks, and recommend corrective and preventive actions.
• Ensure compliance with PTA regulations, internal policies, SOPs, and complaint-handling guidelines.
• Liaise with PTA officials, regulatory teams, and internal stakeholders to facilitate complaint resolution and compliance.
• Review complaint responses for accuracy, completeness, factual correctness, and system validation before submission.
• Prepare daily, weekly, monthly, quarterly, and ad hoc reports covering complaint trends, aging, pending cases, customer satisfaction, regulatory performance, and team productivity.
• Monitor team performance against KPIs, including complaint turnaround time (TAT), response quality, regulatory compliance, and closure efficiency.
• Participate in process improvement initiatives, audits, compliance reviews, and quality assurance activities.
• Perform other complaint management, reporting, and regulatory assignments as assigned by management.

Eligibility Criteria

Education

• Bachelor’s degree required.
• Master’s degree will be preferred.

Work Experience

• Preferably 3–4 years or above of relevant experience in complaint handling.

Generic Skills

• Effective verbal and written communication
• Problem-solving and analytical skills
• Decision-making ability
• Teamwork and collaboration
• Time management, planning, and organization
• Adaptability and flexibility
• Conflict resolution
• Stress management
• Presentation skills

Job-Specific Skills

• Strong knowledge of telecom policies, SOPs, and operational processes.
• Hands-on experience with PTA CMS and regulatory complaint handling.
• Ability to investigate and resolve regulatory complaints.
• Complaint validation using CRM and operational support systems.
• Root Cause Analysis (RCA) and complaint trend analysis.
• Strong cross-functional coordination with internal departments and external stakeholders.
• SLA and TAT monitoring and management.
• Ability to prepare accurate, comprehensive, and regulatory-compliant PTA responses and follow-ups.

Special Requirements

• In-depth knowledge of PTA tools.
• In-depth knowledge of CMC policies.
• Knowledge of customer care platforms used for complaint handling.

🔎 Source: Official Careers Portal

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